Engineering Assistant

Global Service Desk (Mandarin) – Bilingual

Posted 1 day ago

The Purpose Driven Career Objectives of a Bilingual Global Service Desk (Mandarin)

Work for one of the world's largest providers of outsourced (OSAT) semiconductor packaging, design, and test services. As a part of the team, you will be responsible for incoming requests for IT support and resolving software, application, network, account-related issues with computers. You will ensure user queries or issues are captured, validated, and triaged for further processing. You will be responsible for analyzing incident tickets and requests from customers or end-user, recommending solutions, and escalating to the technical system owner. You will also ensure that ticket closure is within defined service levels. Make sure to communicate to users through different contact types such as email, phone, and chat. Lastly, you will receive English calls on global service desk hotline available to various Amkor locations in United States, Europe, and the Asia Pacific.

Work information

• Monday to Friday
• 7AM-4PM
• HMO upon hire

To apply for a Bilingual Global Service Desk (Mandarin), you are excellent at:

• Acts as the single point of contact for end-users in any IT-related inquiry, issue, or request.
• Records all English language incident tickets, system alerts, and requests.
• Serves as the Remote support running 24/7 supporting all Amkor locations globally.
• Analyses incident tickets, system alerts and request then provide solutions or recommendations.
• Categorize, prioritize, and assign reported incidents and provide solutions
• Administers the account management for various systems particularly global accounts such as active directory, Agile PLM, SAP, and manufacturing systems like MES, AMS, CIM, etc.
• Determine proper escalation or higher level of support group (application support, infrastructure, or Infosec team) if needed for more technical analysis and resolution.
• Ensure all incident tickets and requests are closed with resolution in accordance with the Service Level Agreement (SLA) metrics.
• Other functions may be assigned from time to time by a superior

Your Success Profile includes:

• Proficiency in Mandarin language (both written and verbal)
• 2 years of related work experience
• Practice ITIL method and processes
• With knowledge in ServiceNow or equivalent system
• Good presentation, and technical computer skills
• Analytical and proficient in Incident triage

Note: This section reflects a single posting within the provided content.

Posted today

We are hiring for awesome and tech-savvy Technical Support for our team.

With at least 1 year of Technical Support experience:

Technical Support Specialist (Pre-dominantly Non-voice)

Technical Support System Specialist (Pre-dominantly Non-voice)

• Technical Sales Specialist (Pre-dominantly Non-voice)
• Technical Support Representative (US Voice/Non-voice)
• Technical Service Support Representative (Pre-dominantly Non-voice)
• Technical Service Support Representative - Level 2 (Pre-dominantly Non-voice)

Job Overview:

As a technical support representative, you''ll work directly with our customers over phone. Our team focuses on helping our customers directly with issues they are experiencing with our product or its functionality.

What you will be doing:

• Handle customer issues via phone calls for a technology product in home network
• Troubleshoot technical issues pertaining to products in WiFi surveillance cameras
• Provide active updates to the customer until the issue has been resolved
• Triage issues to Level-2 and Customer Care team in other global locations
• Accurately document cases in-line with process requirements
• Draft and send email follow-ups to the customer about cases that are being handled
• Maintain a positive attitude and calmly resolve issues customers face with the product

What we are looking for:

• At least a Senior High School or High school old curriculum graduates
• Should have at least 1 year of Technical Support on a BPO set up
• Excellent oral and written communication skills
• Well versed in computer systems and navigating mobile apps
• Basic knowledge of computer networking principles (Internet, LAN, Wi-Fi) and operating systems
• The ability to communicate technical information in an accessible manner to non-technical customers
• Good understanding of customer service processes, tools and best practices
• Ability to multi-task (Speak to customers on phone and type case notes in concurrence)
• Should be willing to work onsite on a shifting in BGC, Taguig

Other info:

• Application Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)
• Work set up: Onsite
• Schedule: Shifting
• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer

What''s in it for you?

Our people enjoy some amazing perks, check out a few below:

• Competitive salary package
• Stability (Continuously getting pioneer accounts)
• Learning sessions every week
• HMO
• Leave credits/Leave conversions
• Uncapped annual appraisal
• 2 days off

And most importantly, you''ll be part of a growing company with dynamic and engaging team.

Interested? Here are ways to reach us:

• Please make sure to complete this application form:
• Send a message to Yan & Krizia
• Walk in and look for YAN & KRIZIA- our office located at 12th Floor SIX/NEO (previously Net Lima) 26th street 5th avenue BGC, Taguig

Technical Support

Job Description

Responsibilities include but are not limited to the following:

• Diagnose and resolve customer issues related to EV chargers or escalate to manufacturers as needed
• Communicate with customers and technicians via Five9 SoftPhone
• Proactive monitoring of all equipment uptime and performance, and escalate manufacturers as needed
• Follow up with manufacturers, service providers, and internal teams on open tickets
• Meet client SLA targets for MTTA and MTTR on tickets, including emergency, crisis, VIP, and outage situations
• Collaborate with team members through daily stand-up meetings and other communication tools
• Consistently meet work and performance review expectations, ensuring high quality and productivity standards
• Collaborate efficiently with other internal and external teams to resolve open tickets
• Perform additional tasks as assigned

Required Skills/Experience:

• Associate/Bachelor''s degree or any relevant vocational course and/or relevant certifications
• Basic understanding of electrical concepts, including voltage, current, and power
• Experience managing wireless carriers, troubleshooting and provisioning/deactivation
• Experience with LAN and WAN networks, TCP communication, VPN, and OSI layer troubleshooting
• Excellent verbal and written communication in English
• Flexible for shifting and hybrid schedules
• Merit increases
• HMO coverage for you and your dependent
• Internal and external learning programs
• The coolest workplace ever with snacks, foosball, Ping-Pong, beer-o-clock
• Regular team building activities, both virtual and in-person

Expired content removed for brevity and focus. This refined description preserves core responsibilities and qualifications from the provided postings while ensuring proper formatting.