Expert Mandarin Technical Support

3 days ago

Taguig, National Capital Region, Philippines beBeeMandarin Full time ₱4,000 - ₱7,000

The Mandarin Technical Support Specialist role involves providing 24/7 technical support for transaction initiation and reporting. This position requires collaboration with a global team, handling client and internal partner inquiries across multiple products and lines of business.

Job Summary:

This role is responsible for managing and resolving inquiries via phone, email, and internal case transfer. The successful candidate will advocate for clients, troubleshoot connectivity issues, and ensure client satisfaction and confidence in our products and services.

Key Responsibilities:
  • Resolve client inquiries in a timely manner, taking full ownership of the issue from start to finish.
  • Accurately document and follow up on all inquiries, ensuring seamless communication with clients and internal partners.
  • Act as an advocate for clients, ensuring their needs are met and exceeding their expectations.
  • Elevate complex issues following defined escalation procedures, collaborating with leadership and team members to resolve client concerns.
  • Troubleshoot and investigate client connectivity issues, processing failures, and transactional inquiries, utilizing analytical skills and problem-solving expertise.
  • Proactively reach out to clients and internal partners to address errors or platform changes, ensuring minimal disruption to operations.
  • Monitor group mailboxes and assign email inquiries requiring investigation, promoting efficient communication and resolution.
  • Troubleshoot file transmission problems for rejected files, connectivity, and security-related errors, applying technical expertise to resolve complex issues.
  • Collaborate with leadership, team members, and business partners to resolve client issues and meet business objectives.
Required Qualifications and Skills:
  • Possess strong verbal and written communication skills in English and Mandarin, with business-level proficiency required.
  • Demonstrate minimum 5 years of Customer Service experience, with a focus on technical support.
  • Showcase minimum 2 years of Technical Support experience, with a proven track record of resolving complex issues.
  • Exhibit self-motivation and self-management, with sound judgment and effective decision-making.
  • Apply effective analytical approach and complex problem-solving skills to drive results.

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