Customer Support - Mandarin

As a Technical support engineer, you will provide technical support to customers world-wide. Will demonstrate excellent interpersonal skills while troubleshooting technical issues, provide timely customer feedback, and support roll-out of new applications, among other duties.

What You’ll Be Responsible For:

• Troubleshooting technical issues directly with customers with various technical skill levels Diagnosing and repairing faults
• Engaging with customers directly to quickly get to the root of their problem Taking a customer through a series of actions to resolve a problem
• Provide support in the form of procedural documentation Managing multiple cases at one time
• Showing a passion for continued learning, staying abreast of new technology and techniques
• Manage your own workload by accurately gauging timelines and meeting deadlines
• Work across teams and communicate with leadership, product owners, and other technologists

What You Bring:

• Degree in Computer Science or Information Technology or Telecommunications and 10+ years of IT helpdesk, technical engineering support and customer service experience within a high traffic environment
• Experience in Core network/Paco operation will be preferred.
• Certification in Microsoft, Linux, Network Plus or Cisco is advantageous
• Experience with network monitoring software, IP network and applications to read logs (Wireshark) Experience with running trace logs for telecom troubleshooting
• Experience with Salesforce, Zendesk or ticket tracking best practice Knowledge of GSM Network / WCDMA network / 3G/LTE network/ service applications characteristics and capabilities is preferable but not mandatory.
• Good written and verbal communication in English Good verbal communication and average written communication skills in Mandarin language is must.
• Consistent attention to detail High level of commitment Team Player
• Customer focus approach and sense of urgency