Job Description:
Role - IT Support Specialist (Bilingual)
Location - US-Remote
Key Responsibilities
1.Issue Resolution & Support: Responsible for analyzing, tracking, and resolving online system issues, providing rapid response to customer service and internal business colleagues to ensure timely handling of feedback.
2.Product Quality Improvement: Analyze and summarize recurring issues, relaying insights back to product and development teams to enhance product quality, prevent recurrence, and safeguard the stable operation of business systems.
3.Knowledge Management: Organize FAQs and maintain a comprehensive knowledge base to meet internal technical consulting needs and facilitate knowledge transfer.
4.Data Tracking & Reporting: Daily tracking and categorization of all support feedback; conduct regular analysis of online incidents to drive efficiency in ticket handling.
5.Process Optimization: Present processing efficiency across various operational nodes through data analysis, offering actionable recommendations for workflow and process improvements.
Position Requirements
1.Education & Experience: Bachelor''''s degree or above (majors in Computer Science, Information Technology, or Foreign Languages preferred); 0.5 to 2 years of customer service or technical support experience preferred.
2.Technical Skills: Familiarity with SQL and the ability to query data; past experience in Java technology (development or technical support) is required to troubleshoot and support proprietary Java-based systems.
3.Analytical & Problem-Solving Skills: Clear and meticulous mindset with strong logical reasoning and rapid problem-localization capabilities.
4.Customer-Centric Mindset: Dedicated service spirit putting the user first, with a commitment to empowering users and colleagues.
5.Soft Skills: Strong sense of responsibility, execution, self-drive, and initiative; excellent cross-functional communication and coordination abilities.
6.Pressure Handling: Good judgment in prioritizing tasks, strong teamwork orientation, and adaptability to a fast-paced work environment.
7.Language Proficiency: Fluent English and Chinese communication skills (listening, speaking, reading, and writing) to effectively support English-speaking overseas users.
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