Chinese Customer Support Agent - (Bench Team)
Core
Provide fast, accurate, and personalized customer support via research, investigation, and troubleshooting to resolve issues efficiently.
Role type
Individual-contributor customer support agent
Builds
Resolved customer tickets and improved knowledge base articles
Domain
Technology solutions / Customer support
Deliverable
client delivery
Required skills
Chinese fluency, English fluency, written communication, troubleshooting, critical thinking, time management, attention to detail
Preferred skills
Bachelor's degree, online gaming knowledge, account support experience, ticketing system experience
Technologies
Microsoft Office, ticketing systems, Mattermost
Responsibilities
Manage and respond to customer-support tickets within SLAs, follow established troubleshooting procedures, assist with creating and updating knowledge-base articles, research and resolve escalated issues, coordinate with internal teams to identify trends, respond to requests escalated by Tier 2 agents, monitor client-facing communication tools
Seniority
Entry-level to Junior, hands-on IC