Provide efficient and effective technical support to clients through the ticketing system and chat messages
Troubleshoot and resolve client issues related to software, hardware, and network connectivity
Document all client interactions, issues, and resolutions in our system
Work with other support team members to resolve complex technical issues
Follow up with clients to ensure that issues have been resolved to their satisfaction
Ensure that all client inquiries are addressed in a timely and professional manner
Escalate issues to appropriate departments as needed
Continuously update technical knowledge and skills through training and development

Fluent in Chinese and English (written and spoken)
Prior experience in a tech company or customer service environment
Basic or intermediate IT knowledge (Windows, Mac, iOS, Android, networking, etc.)
Excellent communication skills, both written and verbal
Ability to multitask, prioritize, and manage time effectively
Strong problem-solving skills and attention to detail
Willingness to work on a rotational shift, including weekends and holidays

Client Support Representative

Key skills