About this project
admin-support / customer-support
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.
Category Admin Support
Subcategory Customer Support
Time required More than 20 hours
Is this a project or a position? Project
Required availability As needed
Delivery term: Not specified