Mandarin/English Customer Service and Tech Support Agent

This is a customer care specialist position. You will handle inbound calls and provide technical problem resolutions to customers by performing a question diagnosis while guiding users through step-by-step solutions. The support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Qualifications and Competencies
    High school diploma or equivalent (preferred).
    Fully bilingual (English and Mandarin). Spanish is a plus.
    1 - 2 years experience as a Support Representative in a Telecommunications (Mobile Phone, Prepaid Phone Services) or any Technical Account preferred. If you don't have experience but you are Mandarin proficient, we will train you.


Skill and Knowledge Qualifications
    Have relevant knowledge on gsm, lte and prepaid mobile services.
    Ability to speak and write clearly and accurately; Excellent problem-solving and decision-making.
    Knowledge of relevant software computer applications and equipment.
    Knowledge of customer service principles and practices.


Duties and Responsibilities
-Open raised tickets, resolve raised tickets, properly tag and update raised tickets, follow up on open and pending tickets.
-Callback the customers to follow up on the Issue if it has been resolved or not.
-Identifies Technical and backend process improvements based on customer issues, trends, identified gaps and win opportunities.
-Conducts daily and regular routine and validation tests to assess operational status and customer experience on a timely manner.
- Escalates customer concerns to the Level 4 Team for further troubleshooting and Issue Resolution.