Level 1 Mandarin Software Support Specialist

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🕒 April 1

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Sourcefit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🎯 Recruiter

B2B • SaaS • Recruitment

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Flexible working hours • Work from Home