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Serve as the first point of contact for Mandarin-speaking users reporting IT issues or requesting services via phone, email, or chat.
Log, categorize, and prioritize incidents and service requests accurately in ITSM platform ServiceNow
Provide level 1 troubleshooting for issues related to hardware, software, network connectivity, email, and user account access all while maintaining clear and empathetic communication in Mandarin.
Escalate unresolved or complex issues to L2/L3 support teams following the established escalation matrix.
Use remote support tools (e.g., Microsoft Teams, Bomgar, RDP) to guide users and resolve issues efficiently.
Follow standard operating procedures (SOPs) and knowledge base (KB) articles and Create KBs / Improve existing KBs with Mandarin-language documentation where applicable.
HTC Global Services
Established in 1990, HTC Global Services is an Inc. 500 Hall of Fame company and one of the fastest growing Asian American companies in the US with headquarters in Troy, Michigan. A global provider of IT Solutions and Business Process Outsourcing services, HTC’s client base spans several Global 2000 organizations. HTC is committed to providing solutions that translate into tangible business outcomes for our customers. HTC manages IT environments, IT applications, and business processes of customers, focusing on providing transformational benefits.
Mission:
We are a global IT solutions provider adding value to our clients and people through emerging technologies. We are dedicated to the success of our clients, employees, business partners, suppliers, community, and stakeholders.
Job ID: 126822343
