Role: Service Desk Engineer (L1) with Mandarin
Experience Range: 3-5 Years (Grade C1-C2)
Language: Mandarin + English
Job Description / Responsibilities:
- Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
- Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
- The goal is to create value for clients that will help preserve the company's reputation and business.
- Responsibilities
- Serving as the first point of contact for customers seeking technical assistance over the phone Chat or email.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services.
- Respond to email messages for customers seeking help.
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
- Install, modify, and repair computer hardware and software.
- Determining the best solution based on the issue and details provided by customers.
