Chinese Customer Support Agent (Simplified Chinese)

TL;DR

Chinese Customer Support Agent (Simplified Chinese): Providing high-quality technical and account support for end-users with an accent on ticket resolution and first-call success. Focus on troubleshooting computer/network issues, managing escalated account queries, and collaborating with internal teams to improve the customer experience.

Location: Hybrid (Must be based in Bellevue, WA; 2 days in-office per week)

Salary: $23.00 – $25.50 per hour

Company

Technology solutions firm that helps organizations unlock value from existing assets by leveraging cutting-edge technology to create revenue streams.

What you will do

• Manage and resolve customer support tickets within SLAs, focusing on first-call resolution.
• Perform initial level troubleshooting of computer and network issues using established desktop tools.
• Coordinate with internal teams to report trends and resolve escalated user issues.
• Contribute to the development of the team by creating knowledge base articles.
• Monitor client-facing tools like Mattermost for updates and directives.
• Handle complex account-related tickets, complaints, and escalations.

Requirements

• Written fluency in Simplified Chinese and English.
• 1+ year of professional customer service experience.
• Associates or Bachelor's degree (preferred).
• Proficiency with Microsoft Office Suite and basic computer troubleshooting.
• Ability to work a hybrid schedule in Bellevue, WA.

Nice to have

• Knowledge of online games.
• Experience troubleshooting account-specific ticket issues.

Culture & Benefits

• Comprehensive health coverage (medical, dental, and vision).
• 401k program and Flexible Spending Account (FSA).
• Competitive PTO offerings and Parental Leave.
• Opportunities for professional growth and development.