Mandarin Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist who is fluent in Mandarin (spoken and written) and proficient in Business English to provide exceptional support to our global customers. In this role, you will troubleshoot technical issues, manage support tickets, and ensure a seamless customer experience across enterprise environments. This is a permanent remote position.

Key Responsibilities
>>Provide technical support and troubleshooting via phone, email , and chat in Mandarin and English.
>>Manage and resolve customer inquiries using ticketing systems such as ServiceNow, Jira, Zendesk, or Freshdesk.
>>Document issues, resolutions, and escalate complex cases to higher?level support teams when necessary.
>>Collaborate with cross?functional teams to ensure timely resolution of customer concerns.
>>Deliver outstanding customer service with clear communication and empathy.
>>Work in alignment with China business hours to support regional customers.

Required Qualifications
>>Fluent in Mandarin (spoken and written).
>>Strong proficiency in Business English.
>>Proven experience in Technical Support, Helpdesk, Service Desk, or IT Support.
>>Hands?on experience with ticketing systems (ServiceNow, Jira, Zendesk, Freshdesk, etc.).
>>Excellent customer service and communication skills.
>>Flexibility to work during China business hours.

**Preferred Qualifications (Nice to Have)
>>Experience supporting SaaS applications.
>>Background in enterprise software support.
>>Exposure to cloud technologies or networking.
>>Familiarity with cybersecurity concepts.