Level 1 Mandarin Software Support Specialist

Role Overview

• Ticket Management and Triage: Monitor and manage a queue of incoming support tickets.
• Assess, prioritize, and categorize tickets based on severity, impact, and urgency.
• Triage issues to the appropriate internal teams when necessary while maintaining clear ownership until resolution.
• Customer Support: Respond promptly to email-based customer inquiries in Mandarin with professionalism and empathy.
• Resolve common issues independently by following established support workflows and documentation requirements with the Zendesk application.
• Collaborate with customers to gather relevant information, troubleshoot, and provide clear, actionable solutions.
• Escalate complex or unresolved issues to Level 2 & 3 support, ensuring all details are documented thoroughly.
• Documentation and Reporting: Maintain accurate, detailed, and organized records of all customer interactions, troubleshooting steps, and resolutions using the Mandarin language.
• Contribute to the creation and improvement of knowledge base articles, FAQs, and user documentation.
• Thoroughly review, retest, and document a backlog of tickets to determine if issues persist or have been resolved.
• Identify recurring issues and trends and report them to the Support Manager for proactive resolution.
• Learning and Software Expertise: Rapidly learn and develop expertise with the client’s CMMS+ application.
• Customer Experience: Act as a customer advocate, ensuring user satisfaction and a positive support experience.
• Proactively follow up on open tickets to ensure timely resolution and customer success.

Requirements

• 2+ years of experience in customer support, helpdesk, or software support roles.
• Experience managing support tickets in a CRM or ticketing system (e.g., Zendesk, Freshdesk, or similar).
• Proficiency in Microsoft Office Suite and comfort using other software tools including Jira.
• Basic understanding of software troubleshooting principles.
• Basic understanding of data structures and databases.
• Exceptional verbal and written communication skills in English.
• Ability to explain technical concepts clearly and concisely to non-technical users.

Benefits

• Flexible working hours
• Work from Home