Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for problem-solving and excellent communication skills? Cornerstone Global Partners is seeking a dedicated Technical Support Engineer (Mandarin Speaking) to join our dynamic team in Johor Bahru. In this role, you will act as the first line of defense, providing high-quality technical assistance to our diverse user base.
As a key member of our IT support team, you will troubleshoot complex issues, document solutions, and ensure that our systems run seamlessly. We are looking for someone who thrives in a fast-paced environment and possesses the linguistic ability to bridge communication gaps with our Mandarin-speaking stakeholders. If you have a knack for technology and a commitment to customer success, we want to hear from you.
Tanggung Jawab
- Provide first-level technical support for hardware, software, and network-related issues via phone, email, and ticketing systems.
- Communicate effectively with Mandarin-speaking clients to resolve technical queries and provide status updates.
- Document all troubleshooting steps, resolutions, and user interactions in the internal knowledge base.
- Escalate complex technical issues to Tier 2 or Tier 3 support teams when necessary, ensuring timely follow-up.
- Maintain system uptime by performing routine monitoring, maintenance, and software updates.
- Assist in the onboarding and training of new users on company-specific software and hardware tools.
- Identify recurring technical patterns and provide feedback to the development team to improve product performance.
Kualifikasi
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Professional fluency in Mandarin and English (both written and verbal) is strictly required.
- Minimum 1-2 years of experience in a technical support or helpdesk environment.
- Strong troubleshooting skills with proficiency in Windows/macOS environments and basic networking concepts.
- Excellent interpersonal skills with the ability to explain complex technical concepts to non-technical users.
- Self-motivated professional capable of working independently and as part of a collaborative team.
- Prior experience with ITSM tools (e.g., Jira, Zendesk, or ServiceNow) is a distinct advantage.