Application Support(Chinese or Mandarin)

Responsibilities :

ü Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times. Advocate for Customer Success

ü Own and track tickets within SLAs

ü Identify, resolve or manage the resolution of system issues

ü Familiarity with multichannel service delivery and communications to handle service requests

ü Supports internal clients with system admin tasks and product knowledge expert advice.

ü Seek more information, by asking the right questions to collect information to assist and resolve the issue

ü Communicate to all levels to ensure clients and management are informed of issue status and updates.

ü Manage escalation to 2nd Line

ü Improve, manage and update Knowledgebase

ü Familiar working with automated system monitoring and applications across large networks

ü Application Support is a hours / 5 days / day a week responsibility for customers from multiple regions.

ü Be a part of a scheduled shift rotation

ü Assignments as required and relevant by Management

ü Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs

Requirements

Requirements :

ü 2+ year of experience in a relevant customer service or technical support position.

ü Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.

ü Basic troubleshooting knowledge of desktop support issues such as software installation, system configurations, networking etc.

ü Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous.

ü Fluent in the English & Mandarin languages, both written and spoken

ü Candidates must be eligible to work and live in the country of employment.