Job Summary

This role is responsible for providing technical support for Windows environments, leveraging Mandarin and English language skills to resolve user issues, manage escalations, and ensure high customer satisfaction. The position independently handles ticket resolution, conducts root cause analysis, and contributes to knowledge management within the support team.

Key Responsibilities

1. Deliver technical support for Windows operating systems by diagnosing and resolving incidents in both English and Mandarin, ensuring timely ticket closure within defined SLAs.
2. Utilize Mandarin language skills to communicate effectively with Mandarin-speaking end users and stakeholders, facilitating accurate understanding and resolution of issues.
3. Conduct root cause analysis for recurring Windows issues using troubleshooting tools such as Event Viewer, Command Prompt, and Windows administrative utilities.
4. Update and maintain knowledge base articles related to Windows support, ensuring accuracy and accessibility for the support team.
5. Provide guidance and coaching to new team members and analysts on Windows troubleshooting procedures and customer communication best practices.
6. Ensure adherence to quality standards, company policies, and regulatory requirements in ticket handling and documentation processes.
7. Strive for high customer satisfaction by achieving First Call Resolution targets and minimizing ticket reopens or rejected resolutions.

Skill Requirements

1. InDepth Knowledge Of Mandarin And English For Both Written And Verbal Communication In A Technical Support Context.
2. Strong Understanding Of Incident Management Tools (E.G., Servicenow, Remedy) For Ticket Logging And Tracking.
3. Ability To Perform Root Cause Analysis Using WindowsSpecific Tools And Techniques.
4. Experience In Updating Documentation And Knowledge Base Resources.
5. Good Customer Service Orientation And ProblemSolving Skills.

Other Requirements

1. Optional but valuable: Microsoft Certified: Windows Client or equivalent certification.
2. Optional but valuable: HSK (Hanyu Shuiping Kaoshi) Level 5 or above for Mandarin language proficiency