Level 1 Mandarin Software Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Ticket Management and Triage: Oversee and manage a queue of incoming support tickets.

• Evaluate, prioritize, and classify tickets according to severity, impact, and urgency.

• Direct issues to the appropriate internal teams when needed while ensuring clear ownership until resolution.

• Customer Support: Promptly address email-based customer inquiries in Mandarin with professionalism and empathy.

• Independently resolve common issues by adhering to established support workflows and documentation protocols using the Zendesk application.

• Collaborate with customers to collect pertinent information, troubleshoot, and offer clear, actionable solutions.

• Escalate complex or unresolved issues to Level 2 & 3 support, ensuring all details are thoroughly documented.

• Documentation and Reporting: Keep precise, detailed, and organized records of all customer interactions, troubleshooting steps, and resolutions in Mandarin.

• Contribute to the development and enhancement of knowledge base articles, FAQs, and user documentation.

• Diligently review, retest, and document a backlog of tickets to assess whether issues persist or have been resolved.

• Identify recurring issues and trends, reporting them to the Support Manager for proactive resolution.

• Learning and Software Expertise: Quickly learn and gain expertise with the client’s CMMS+ application.

• Customer Experience: Serve as a customer advocate, ensuring user satisfaction and a positive support experience.

• Proactively follow up on open tickets to guarantee timely resolution and customer success.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, helpdesk, or software support roles.

• Experience in managing support tickets within a CRM or ticketing system (e.g., Zendesk, Freshdesk, or similar).

• Proficiency in Microsoft Office Suite and comfort with other software tools, including Jira.

• Basic understanding of software troubleshooting principles.

• Fundamental knowledge of data structures and databases.

• Outstanding verbal and written communication skills in English.

• Capability to articulate technical concepts clearly and concisely to non-technical users.

🏝️ Benefits

• Flexible working hours

• Work from Home