Bilingual Technical Support Representative (Chinese)

CrewBloom

Philippines
Permanent
Full-time

2 months ago
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The Technical Support Representative will report to the Director of Customer Support and will be responsible for resolving incoming issues reported by our customers related to their use of the client's platform and for working directly with customers to promote their ongoing optimal use of the platform. This person will be responsible for inbound email, chat, and phone support to maintain defined service levels and to ensure customers are productive and happy.Job Responsibilities

Respond to and resolve incoming technical and application support issues from customers
Develop strong relationships with customers and a deep understanding of their individual needs and use-cases
Track resolution of escalated customer issues
Suggest and implement new procedures to improve customer service
Recommend new and improved knowledge articles to reduce support cases
Update knowledge and skills for changes with new product functionality
Use customer relationship management software (CRM) and other tools to document customer interactions

Requirements

Fluent in Mandarin (B1/B2)
Fluent in English (B1/B2)
Mandarin: Ability to work China Standard Time (08:00-16:00 CST)
1 to 3 years of experience working in a technical, customer-facing role
Strong Microsoft Excel skills with the ability to create, enhance, organize, and present data
Understanding of web application technologies (HTML, JS, CSS, XML)

Qualities of an Ideal Candidate

Passionate about customer service
Preferred candidates will have experience support B2B/SaaS technology
Preferred candidates will have Procurement, Supply Chain, or related experience
Strong written and verbal communication skills
Proven problem-solving abilities including documenting solutions or workarounds
Ability to collaborate both internally and externally to resolve customer issues in a timely and effective manner
Comfortable with a fast-paced, high-growth startup environment
Enjoying learning and taking on new challenges

System Requirements

At least 15mbps for the main internet and at least 10mbps for backup
A desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup
Note: Back-ups should still be able to function when there is a power interruption
A webcam
Noise-canceling USB Headset
Quiet, Dedicated Home Office
Smartphone

Benefits

Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

CrewBloom