Mandarin CRS

JOB DESCRIPTION

• Address end user queries and issues via phone, e-mail and chat support.
• Provide world class quality of service to end users throughout the resolution process.
• Engage engineering teams and product owners to assist with troubleshooting as needed.
• Perform cradle to grave ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved.
• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
• Maintain effective documentation by regularly reviewing and updating knowledgebase content.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others.

REQUIRED SKILLS

• Minimum of 6 months to 1 years experience working in the technical support field in an enterprise environment, preferably with phone support experience.
• Language Proficiency in Mandarin (Written and Speaking)
• Knowledge in Microsoft office applications

DESIRED SKILLS

• Networking, LAN , WAN, corporate enterprise domain infrastructure environment
• Windows desktop and server operating system
• Microsoft Active Directory
• College degree

Job Types: Full-time, Permanent

Work Location: In person