Desktop Support Consultant (Chinese peoples only)

As a Tier 1 Support Specialist with the Customer Experience (CX) Lab at client, you will engage directly with Chinese-speaking customers via voice support to guide them through resolution of technical issues, including some advanced troubleshooting and priority cases. You will provide timely, effective customer service while maintaining accurate documentation. Your strong communication abilities in Chinese and dedication to customer satisfaction will be key to your success. This role will report to the Manager of the CX Lab.

Primary Responsibilities

Engage with Chinese-speaking customers via voice support to guide them through resolution and keep them updated on progress

Troubleshoot technical issues, identify root cause, and resolve customer concerns while adhering to company policies

Accurately document customer interactions using proper spelling, grammar, and clear communication

Resolve issues on first contact when possible, or escalate appropriately to higher tiers

Manage customer escalations professionally and handle priority inquiries as assigned

Maintain strong product knowledge and stay current with Client security products and services

Follow all security and compliance requirements when handling customer information

• High school diploma or equivalent
• Previous contact center or call center customer service experience
• Basic technical troubleshooting skills
• Fluent in Chinese (Mandarin preferred) and English with minimum CEFR Level B2 proficiency
• Strong customer service, problem-solving, and communication skills
• Ability to clearly communicate technical solutions and next steps to customers in Chinese
• Ability to accurately document customer interactions with proper spelling, grammar, and structure
• Strong interpersonal and conflict-resolution skills with ability to identify customer needs
• Ability to pass required background screening and drug screening (where applicable)

Preferred Qualifications

Technical support experience supporting antivirus software or security products

College degree or equivalent (outside North/South America)

Experience with customer relationship management (CRM) systems

Familiarity with ticketing systems and issue tracking

Additional Requirements

Commitment to providing excellent customer service and first-contact resolution

Ability to thrive in fast-paced, dynamic environments with changing priorities

Understanding of security and compliance requirements

Professional demeanor and collaborative work style