Customer Support- Mandarin speaking

As an IoT (Sr Engineer/Assistant Manager - Technical Support) at Aeris, you will be responsible for troubleshooting technical issues directly with customers of various technical skill levels. Your role will involve diagnosing and repairing faults, engaging with customers to swiftly identify the root of their problems, and guiding customers through a series of actions to resolve issues. In addition, you will provide support through procedural documentation, manage multiple cases simultaneously, and demonstrate a passion for continuous learning by staying updated on new technology and techniques. It will be crucial to manage your workload effectively by accurately estimating timelines and meeting deadlines, collaborate across teams, and communicate with leadership, product owners, and fellow technologists. To excel in this role, you should possess a degree in Computer Science, Information Technology, or Telecommunications, along with over 10 years of experience in IT helpdesk, technical engineering support, and customer service within a high-traffic environment. Preference will be given to candidates with experience in Core network/Paco operation. Holding certifications in Microsoft, Linux, Network Plus, or Cisco would be advantageous. Familiarity with network monitoring software, IP networks, and applications for log analysis (e.g., Wireshark) is desired, as well as expertise in running trace logs for telecom troubleshooting. Experience with Salesforce, Zendesk, or similar ticket tracking systems is beneficial. While knowledge of GSM Network, WCDMA network, 3G/LTE network, and service applications characteristics is preferable, it is not mandatory. Strong written and verbal communication skills in English are essential. Proficiency in Mandarin language for verbal communication and average written communication is a must. Attention to detail, a high level of commitment, a team player mindset, a customer-centric approach, and a sense of urgency are qualities that will contribute to your success in this role. Please note that Aeris may conduct background checks as part of the application process to verify the information provided and assess your suitability for the position. The company upholds diversity and embraces individuals from varied ethnicities, religions, and cultures.,