The TSR will provide support to customer on all five continents, through various channels via email and phone, using the Mandarin and English Language. Overview of Job Function: The
Technical Support Representative will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the product. The TSR will provide support to customer on all five continents, through various channels via email and phone, using the Mandarin and English Language. The ideal candidate strong technical background preferably in a call center environment. Principal Duties and Essential Responsibilities: Implement, troubleshoot and support the Five9 call center software solutions. Providing direct support to customers. Answering incoming calls and responding to customer emails in both Mandarin and English language. Identifies underlying causes of a problem, including problem identification and classification. Diagnoses problems accurately and works to find appropriate solutions in a timely manner. Partner with Customers to optimize the Five9 call center software solution. Work within a 24x7x365 support environment. Minimum Requirements: Graduate of any IT courses or equivalent work experience as a Technical Support Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.) Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model. Excellent verbal and written
communication skills in both Mandarin and English. Willingness to work varied hours based on business needs. Experience working across cultures. Knowledge of contact center operations. Independent self-starter possessing excellent time management skill. Preferred Requirements: Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc. Possess strong technical skills preferably in a technical support or
customer service role. Experience in technical writing and documentation Basic knowledge of Network troubleshooting. Knowledge of hosted solutions (SAAS).
Monster
