Level 1 Mandarin Software Support Specialist
Company:Sourcefit
Location:Philippines, EET, PH Time
Languages:Mandarin, English
Seniority level:Junior, 2+ years
Experience:2+ years
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.
