Level 1 Mandarin Software Support Specialist

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Sourcefit

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

📣 Marketing

📦 Logística

🏥 Saúde

Marketing • Logistics • Healthcare

A Sourcefit é uma empresa líder em terceirização de processos de negócios, com sede nas Filipinas e escritórios na República Dominicana, Armênia, Madagascar e África do Sul. Fundada em 2009, a Sourcefit é especializada em fornecer soluções personalizadas de terceirização offshore e nearshore em diversos setores, incluindo TI, finanças, saúde, varejo e mais. Focam em oferecer serviços de BPO eficientes e econômicos, como televendas, suporte ao cliente, moderação de conteúdo, suporte de TI, desenvolvimento web, entre outros. A Sourcefit está comprometida em criar valor a longo prazo para as organizações por meio de soluções de terceirização offshore personalizadas, eficientes e integradas.

Descrição

• Ticket Management and Triage: Monitor and manage a queue of incoming support tickets. • Assess, prioritize, and categorize tickets based on severity, impact, and urgency. • Triage issues to the appropriate internal teams when necessary while maintaining clear ownership until resolution. • Customer Support: Respond promptly to email-based customer inquiries in Mandarin with professionalism and empathy. • Resolve common issues independently by following established support workflows and documentation requirements with the Zendesk application. • Collaborate with customers to gather relevant information, troubleshoot, and provide clear, actionable solutions. • Escalate complex or unresolved issues to Level 2 & 3 support, ensuring all details are documented thoroughly. • Documentation and Reporting: Maintain accurate, detailed, and organized records of all customer interactions, troubleshooting steps, and resolutions using the Mandarin language. • Contribute to the creation and improvement of knowledge base articles, FAQs, and user documentation. • Thoroughly review, retest, and document a backlog of tickets to determine if issues persist or have been resolved. • Identify recurring issues and trends and report them to the Support Manager for proactive resolution. • Learning and Software Expertise: Rapidly learn and develop expertise with the client’s CMMS+ application. • Customer Experience: Act as a customer advocate, ensuring user satisfaction and a positive support experience. • Proactively follow up on open tickets to ensure timely resolution and customer success.

🎯 Requisitos

• 2+ years of experience in customer support, helpdesk, or software support roles. • Experience managing support tickets in a CRM or ticketing system (e.g., Zendesk, Freshdesk, or similar). • Proficiency in Microsoft Office Suite and comfort using other software tools including Jira. • Basic understanding of software troubleshooting principles. • Basic understanding of data structures and databases. • Exceptional verbal and written communication skills in English. • Ability to explain technical concepts clearly and concisely to non-technical users.

🏖️ Benefícios

• Flexible working hours • Work from Home