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Key Responsibilities

1. Customer Support & Communication:
• Provide prompt, professional support to customers via email and phone in both Chinese and English.
• Manage, track, and resolve support tickets using a ticketing system
• Assist clients with onboarding processes, ensuring smooth integration into the platform and usage.
• Conduct product training sessions in Chinese for new clients, ensuring they are comfortable using the platform.
2. Issue Troubleshooting & Investigation:
• Perform initial investigations for reported technical issues, validating if the issue is user-related (e.g., platform misuse) or a potential technical fault.
• Collaborate with internal technical teams to escalate and communicate technical issues, providing clear descriptions of the problem and troubleshooting steps already taken.
• Act as the liaison between the client and the technical team, ensuring accurate and timely feedback to clients on progress and resolution.


3. Documentation & User Guide Maintenance:
• Maintain and update the Chinese-language user guides based on the English versions, ensuring clarity and accuracy.

Requirements

• Fluency in Chinese (Mandarin) and English, both written and spoken.
• Previous experience in customer support or a similar role, ideally within a SaaS company.
• Experience with ticketing systems (e.g. Freshdesk, Zendesk, Jira, etc.).
• Strong phone and email communication skills, with the ability to handle client queries in a professional and clear manner.
• Experience in client onboarding and providing product training.
• Ability to investigate technical issues, identify platform misuse, and coordinate with technical teams for resolution.
• Familiarity with SaaS platforms and understanding of basic technical concepts.
• Ability to work in a global team environment, with remote team communication and collaboration. Remote setting with reliable internet connection is required.