Job Description:

KEY RESPONSIBILITIES

• First-Level Support: Respond to incoming IT support requests via phone, email, or chat in a timely and professional manner, primarily in Mandarin, and ensure proper documentation of incidents.
• Problem Resolution: Diagnose and troubleshoot hardware, software, and network issues, aiming to resolve Level 1 issues independently and escalate more complex problems to Level 2 support as needed.
• Incident Tracking: Use a ticketing system to log and track incidents and service requests, ensuring accurate and detailed records of all support interactions.
• Client Communication: Maintain a courteous and helpful attitude while assisting clients, ensuring clear and effective communication, and providing status updates on incident resolution.
• Knowledge Base: Contribute to the development and maintenance of a knowledge base, including creating documentation and frequently asked questions to help users resolve common issues independently.
• Team Collaboration: Collaborate with Level 2 and Level 3 support teams to facilitate incident resolution and participate in team meetings to share knowledge and best practices.
• User Training: Assist in educating clients on basic IT procedures and best practices to help prevent recurring issues.

QUALIFICATIONS

• Fluent in Mandarin and English (both written and spoken).
• Graduate of bachelor’s degree.  A degree in IT ore related field is a plus
• Previous experience in a customer service or technical support role is a plus.
• Strong problem-solving skills and a commitment to customer satisfaction.
• Basic understanding of IT concepts and technologies.
• Excellent communication and interpersonal skills.
• Attention to detail and a methodical approach to troubleshooting.
• Ability to work in a fast-paced, dynamic environment.