IT Support Specialist

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.

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.