Chinese Customer Support Agent (Bench Team)

Location: Hybrid role based in Bellevue, Washington, generally requiring two days per week in the Bellevue office

Salary: $23.00–$25.50 USD per hour for candidates based in Washington State

Company

hirify.global is a technology solutions firm connecting strategy and execution across AI, cloud, data, product development, and emerging technology.

What you will do

• Provide accurate, personalized customer support through tickets, escalations, complaints, and account-related inquiries.
• Research, troubleshoot, and resolve customer issues using approved procedures, knowledge bases, desktop tools, and multiple support systems.
• Meet service-level agreements, client standards, productivity expectations, and first-contact resolution goals.
• Coordinate with internal teams to identify recurring issues, share feedback, and resolve escalated concerns.
• Create and update knowledge-base articles and support onboarding for agents handling escalated accounts.
• Monitor client-facing communication channels, including Mattermost, and support additional queues and customer-experience initiatives as needed.

Requirements

• At least one year of customer-service experience or equivalent relevant experience.
• Associate degree or equivalent combination of education and relevant experience.
• Written fluency in Chinese and English.
• Strong written communication, customer-service, organizational, time-management, research, and problem-solving skills.
• Experience working across computers, multiple systems, support tools, and Microsoft Office or related productivity software.
• Ability to perform initial troubleshooting, handle stressful customer situations professionally, work independently, and meet deadlines and service expectations.

Nice to have

• Bachelor’s degree.
• Knowledge of or interest in online gaming.
• Experience with account-related support tickets, ticketing systems, or customer-support platforms.

Culture & Benefits

• Hybrid work with additional flexibility under the work-from-home policy and business needs.
• Scheduled weekend and holiday coverage may be required, and schedules may change based on operational needs.
• Time-off availability may be limited during peak business periods.
• Eligible employees may receive medical, dental, and vision coverage, an FSA, a 401(k) plan, paid time off, and parental leave.
• Professional growth and development opportunities are available.