Mandarin (speaking) CSHD Analyst - Full Time Remote (based in PHILIPPINES)

Candidates must be based in Philippines

Alphanumeric is hiring a Mandarin-speaking Customer Service Helpdesk Analyst to work from home providing level-one technical support in English language to clinical clients via inbound calls, emails, and tickets. 

100% Work from Home.

Job Conditions:

• Work from the comfort of your home.
• Permanent position.
• Equipment Provided.
• Salary: PHP 46,250.00 monthly (gross).
• Working Shift - Flexible schedule working within both Philippines and USA office hours
• Training Shift: Monday to Friday 9pm - 6am (PST) - Around 4 weeks (paid).
• Night differential of additional 10% of hourly rate.
• Benefits (apart from the basic salary): Internet Allowance + private health insurance.
• Employer-paid E-Learning courses
• Continuous coaching, training, and development.
• Start date: ASAP
  Note: we can hire candidates already based in The Philippines. If you are not citizen you need to have a Temporary Residence Visa (valid for 1 year at least) or a Permanent Residence Visa. Please do not apply if you don´t have them. 
  

You must have the following:

• Fluent in Mandarin and English in both written and spoken communication.
• At least 2 years of related experience.
• With BPO call center experience.
• Stable Internet connection. (35 MBPS Minimum).
• Experience using Microsoft Applications, preferably savvy in Excel.
• Must be comfortable working in the EST time zone

Position Summary:

• Provide Service Desk support to external customers and users
• Receive, document, and track all incoming customer/user calls for immediate remedy and closure
• Utilize computer and database information to update incident status
• Serve as the single point of contact (SPOC) for incidents, including owning the call through closure.

Essential Functions and Responsibilities:

• Provide service desk support to contracted clients.
• Use defined procedures for responding to customer calls.
• Collect information from the caller and document data elements in the designated tool.
• Maintained records of all calls from customers using an established Service Management tool.
• Provide detailed documentation of all steps involved in resolving customer issues.
• Escalate issues to the appropriate department and personnel.
• Investigate, examine, troubleshoot, and solve hardware and software issues quickly.
• Maintain a pleasant demeanor and attitude in day-to-day communication and interface with customers.