Customer Support Specialist (Mandarin - English)

Requirements:

• Min D3, related technical support field, or equivalent job experience.
• Able to operate Microsoft Office well
• Able to work independently as well as a team player
• Fluent in English in both writing and speaking
• At least have basic skills of Mandarin speaking
• Having positive attitude
• Good analytics and problem solving skills
• Experience working with ticketing system (i.e. Freshdesk)

Job Descriptions:

• Assist clients to solve their problem via chat, email, phone call, and video call
• Handle multiple support tickets at the same time
• Determine inquiry/problem resolution requirements
• Record events or problems into issue management system
• Escalating technical issues to the relevant parties when needed and following up till the issues are closed
• Create and maintain documentation for supported systems
• Documenting resolutions to prevent future Problems
• Collaborate with QA team and developers to ensure product quality