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