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 plusPrevious 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.