Customer Support - Mandarin Language

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 Youll 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