Senior Multilingual Technical Specialist

7 days ago

Dumaguete, Central Visayas, Philippines beBeeMandarin Full time $110,912 - $135,560

Mandarin Technology Support professionals are responsible for managing and resolving inquiries received via phone, email, and internal case transfer.

Key Responsibilities
  • To ensure timely resolution of inquiries, specialists must take ownership and provide prompt assistance via phone, email, and internal case transfer.
  • Documenting all inquiries accurately and following up on each one is crucial to maintaining a high level of client satisfaction.
  • Advocating on behalf of clients ensures their needs are met when working with business partners.
  • In the event of an issue that requires escalation, the specialist will follow defined procedures to resolve the matter efficiently.
  • Troubleshooting and investigating client connectivity issues, processing failures, and transactional inquiries is an essential aspect of this role.
  • Proactively reaching out to clients and internal partners helps address processing errors or platform changes in a timely manner.
  • Monitoring the group mailbox and assigning email inquiries requiring investigation enables effective management of client communication.
  • Resolving file transmission problems for rejected files, connectivity, and security-related errors is also a key responsibility.
  • Collaboration with leadership, team members, and business partners is necessary to resolve client issues and meet business objectives.
  • Developing and maintaining policies, procedures, and training materials supports the growth and development of the team.
  • Broadening business and application knowledge ensures continued effectiveness in the role.
Requirements
  • A strong foundation in verbal and written communication skills in English and Mandarin is required, with business-level proficiency in Mandarin and fluent English.
  • A minimum of 5 years of Customer Service experience is necessary to excel in this role.
  • At least 2 years of Technical Support experience is required to possess the necessary technical expertise.
  • Self-motivation and self-management are essential qualities, as is sound judgment and effective decision-making.
  • An analytical approach and complex problem-solving skills are critical for success in this position.
  • The ability to prioritize tasks and manage multiple projects simultaneously is vital.
  • Maintaining awareness of multiple work streams concurrently is a key requirement.
  • The flexibility to work outside normal coverage hours, including weekends and holidays, may be necessary.
  • Remote work arrangements are also possible in this role.
  • Establishing and maintaining good working relationships with business partners and technology is crucial.
Benefits

This role offers opportunities for professional growth and development, as well as a chance to work with a dynamic team.

Others

Please note that a background check and other screening processes may apply to this position.

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