Mandarin Senior Agent Service Desk

TL;DR

Mandarin Senior Agent Service Desk: Providing front-line technical support and customer care to clients via chat, email, and MS Teams with an accent on troubleshooting customer issues, managing escalations, and maintaining high service levels. Focus on quick adaptation to new technologies, continuous process improvement, and developing technical and problem-solving skills in a fast-paced environment.

Location: Fully Remote

Company

hirify.global designs, builds, manages, and modernizes mission-critical technology systems for Fortune 100 clients globally.

What you will do

• Serve as the first point of contact for customer support via chat, email, and MS Teams.
• Troubleshoot and resolve customer issues with empathy and professionalism, collaborating with back-office teams for escalations.
• Deliver concierge-level customer care while maintaining a positive experience.
• Support customers with Microsoft 365 tools, especially Excel, and other applications.
• Document customer interactions accurately and contribute to continuous process improvement.
• Participate in training programs to gain certifications (e.g., Google Cloud, Azure, Microsoft).

Requirements

• 2 to 3 years of relevant experience.
• Mandarin Speaker.
• Knowledge of Windows, Mac, or Linux operating systems.
• Experience with help desk support and troubleshooting.
• Strong customer support and problem-solving skills.
• Active listener with flexibility to adapt to customer needs.

Nice to have

• Experience in adapting approaches to customer needs.

Culture & Benefits

• Opportunity for career advancement into higher-level technical or senior roles.
• Access to best-in-industry learning programs and certifications (Microsoft, Google, Amazon, Skillsoft).
• Company-wide volunteering and giving platform.
• Focus on diversity, inclusion, and an equitable culture.
• Benefits that support well-being and reflect employee diversity.