Level 1 Mandarin Software Support Specialist
S
SourcefitSoftware Support
Philippines, EET, PH TimeFull-TimeJunior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Mandarin, English
- Experience
- 2+ years
- Required Skills
- JiraDocumentationMicrosoft Office SuiteTroubleshootingTechnical supportCustomer support
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).
- Ability to learn and understand business-centric software systems quickly.
- Proficiency in Microsoft Office Suite.
- Comfort using 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 to non-technical users.
- Strong organizational and time management skills.
- Detail-oriented with excellent problem-solving and analytical skills.
- Customer-first mindset.
- Ability to work independently.
Responsibilities
- Monitor and manage a queue of incoming support tickets.
- Assess, prioritize, and categorize tickets based on severity, impact, and urgency.
- Triage issues to appropriate internal teams.
- Respond promptly to email-based customer inquiries in Mandarin.
- Resolve common issues independently using support workflows.
- Collaborate with customers to gather information and troubleshoot.
- Escalate complex issues to Level 2 & 3 support.
- Maintain accurate records of customer interactions.
- Contribute to knowledge base articles and FAQs.
- Retest and document ticket backlogs.
- Identify recurring issues and trends.
- Learn and develop expertise with the client’s CMMS+ application.
- Act as a customer advocate.
- Follow up on open tickets.
View Full Description & ApplyYou'll be redirected to the employer's site
