Mandarin Technical Support Specialist

About the role

Workstream is a leading provider of an all-encompassing HR, hiring, and payroll platform tailored for the hourly workforce. We are in search of a bilingual Technical Support Specialist who can effectively assist our clients in leveraging our software to its fullest potential. This position is crucial in ensuring our customers receive the highest level of support and satisfaction while navigating our platform.

Key facts

What you'll do

• Deliver technical assistance and troubleshooting primarily through chat (70%) and phone interactions (30%).
• your fluency in both Mandarin and English to effectively communicate with our diverse user base.
• Uphold stringent standards for resolution times, response rates, and overall customer satisfaction metrics.
• Identify and diagnose platform-related issues, determining when to escalate matters to engineering or product teams for further investigation.
• Collaborate with the Customer Success team to facilitate client setups and handle configuration requests efficiently.
• Create and update internal and external knowledge base articles, as well as develop engaging video tutorials for user guidance.
• Participate in product testing initiatives and provide insightful suggestions for process enhancements.
• Monitor and report on customer feedback to help shape future product improvements and support strategies.
• Engage in continuous learning to stay updated on product features and industry trends, ensuring you provide the most accurate support.
• Assist in training new team members, sharing your expertise to enhance team performance and knowledge.
• Maintain a positive and professional demeanor, fostering a supportive environment for both customers and colleagues.

Requirements

• Between 1 to 5 years of relevant experience in technical support, help desk environments, or customer service roles.
• Proficient in both written and spoken Mandarin and English, demonstrating full professional fluency.
• Familiarity with help desk software and remote support tools is essential for effective service delivery.
• A solid understanding of HR and payroll software products is highly desirable.
• A reliable home internet connection with a minimum speed of 50 Mbps is required, with both primary and backup options necessary.
• Willingness to attend occasional in-person meetings in Metro Manila for team collaboration and training.
• Must be available to work a consistent schedule aligned with US business hours, ensuring timely support for our clients.

Nice to have

• Previous experience in a SaaS (Software as a Service) environment, particularly within HR or payroll sectors.
• Knowledge of additional languages besides Mandarin and English, enhancing communication with a broader customer base.
• Familiarity with customer relationship management (CRM) tools and their integration with support systems.
• Experience in creating instructional content, such as video tutorials or user guides, to assist customers.
• A background in project management or process improvement methodologies, contributing to operational efficiency.

Skills & tools

• Proficiency in help desk software and remote support applications, enabling effective troubleshooting and customer interaction.
• Strong analytical skills for diagnosing issues and providing effective solutions.
• Excellent communication skills, both verbal and written, to convey technical information clearly and concisely.
• Ability to work independently and manage time effectively, prioritizing tasks to meet customer needs.
• A customer-centric mindset, focusing on delivering exceptional service and support.

Practical notes

• The compensation package includes an annual bonus, performance-based incentives, and a monthly stipend of $50.
• Employees enjoy flexible paid time off, along with paid holidays recognized in both the US and the Philippines.
• All necessary equipment will be provided by the company to facilitate your remote work environment.
• Salary payments are directly deposited into your bank account for convenience.
• Candidates are required to submit a screenshot of their internet speed test results as part of the application process.
• This role presents opportunities for internal mobility and career advancement within the organization, allowing you to grow and develop your skills further.