Customer Service Specialist II

TL;DR

Customer Service Specialist II (Telecommunications): Providing first-level support for products and services with an accent on troubleshooting and problem resolution. Focus on analyzing production issues, achieving first-touch resolution, and identifying trends to improve the overall customer experience.

Location: Beijing, China (Flexible/Remote work mentioned)

Company

hirify.global is a global connectivity company providing critical technology and services for intelligent cars and mobile connectivity for thousands of brands worldwide.

What you will do

• Analyze and resolve customer-reported production issues, including system inoperability or inaccessibility.
• Manage the full lifecycle of customer requests via ticketing procedures, ensuring adherence to severity and response guidelines.
• Collaborate with 2nd and 3rd level support groups to ensure complex technical issues are resolved.
• Coordinate with internal Sales, Marketing, and Product Support departments to maintain high customer satisfaction.
• Identify and report trends in issues to management to drive improvements in the customer journey.
• Support various departmental projects and implementations as needed.

Requirements

• Location: Must be based in Beijing, China.
• 2+ years of experience in customer service.
• Experience within the telecommunications industry is preferred.
• Proficiency in Windows operating environments with strong typing ability.
• Ability to work in a 24/7/365 multiple shift environment.
• Excellent interpersonal, verbal, and written communication skills.

Culture & Benefits

• Competitive total compensation package.
• Flexible and remote work arrangements.
• Inclusive, collaborative, and transparent organizational culture.
• Access to training to stay current with product enhancements and upgrades.