Mandarin Technical Support Associate

New

WorkstreamHR Technology

Manila, Philippines, US time zoneFull-TimeMiddle

Salary not disclosed

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Job Details

2 to 5 years of experience in Customer Support, Technical Support, Product Support, Help Desk, Service Desk, or a similar customer-facing support role.
Fluent in Mandarin and English, both verbal and written.
Experience using help desk software and remote support tools.
Strong knowledge of Payroll and related HR products.
Tech-savvy with the ability to quickly learn new software, tools, and systems.
Must be willing to work following the US time zone.
Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps).
Must be willing to attend occasional in-person meetings in Metro Manila.

Serve as the primary point of contact for customers via chat, phone, and email, providing timely support and troubleshooting for the Workstream platform.
Deliver bilingual customer support, using English as the primary language while assisting Mandarin-speaking customers as needed.
Handle customer interactions primarily through chat (approximately 70%) and phone (approximately 30%).
Respond to customer inquiries promptly while meeting key service metrics, including first response time, resolution time, and customer satisfaction (CSAT).
Diagnose customer issues, identify root causes, and determine when to resolve independently or escalate to teammates or Engineering.
Guide customers through platform features, workflows, and best practices to help them successfully use Workstream.
Partner with the Success team with tasks to get clients set up and make any modifications that clients request.
Build and update customer and internal knowledge bases through writing articles and recording video walkthroughs.

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