Pure Product Specialist (Customer Support)

TL;DR

Pure Product Specialist (Customer Support): Providing enterprise-level support to Pure administrators and system owners with an accent on solving complex technical challenges and producing client documentation. Focus on delivering fast, accurate responses to research institutions and managing stakeholder partnerships in a multi-cultural environment.

Location: Must be resident in China or Singapore (specifically Shanghai, Beijing, or Singapore)

Company

A global leader in information and analytics that helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society.

What you will do

• Provide complex enterprise-level support to Pure administrators and system owners primarily through written communication.
• Deliver fast and accurate responses to client challenges to ensure high-quality service.
• Produce webinars and various types of internal and external documentation to support clients.
• Participate in and drive ad-hoc projects within client services tooling and quality control.
• Develop and maintain partnerships with key stakeholders in a multi-cultural environment.

Requirements

• Native Chinese/Mandarin speaker.
• Very strong command of English, both verbal and written.
• Must be resident in either China or Singapore.
• Passion for helping people and solving complex, structured problems.
• Experience as an IT Supporter, librarian, technical writer, or data processor is an advantage, though entry-level candidates are welcome.
• Ability to analyze customer requests to determine underlying needs and provide professional solutions.

Culture & Benefits

• Flexible working arrangements to promote a healthy work/life balance.
• Comprehensive medical inpatient and outpatient insurance.
• Long Service Award recognizing dedication and loyalty.
• Access to extensive learning and development resources for professional growth.
• Wellbeing initiatives, shared parental leave, and sabbaticals.