Mandarin Speaking IT Support Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa The Legends Agency Full time

The Legends Agency is seeking a dedicated and experienced Service Desk Agent fluent in Mandarin to join their team. This role is crucial in providing timely and effective support to our Mandarin-speaking clients.

We are looking for a skilled professional with 1-3 years of service desk experience, excellent people and communication skills, and the ability to handle a range of responsibilities including catching, dispatching, and general First Call Resolution (FCR).

**Key Responsibilities:**

  • Handle incoming service requests and incidents from Mandarin-speaking users.
  • Accurately log and categorize issues in the service management system.
  • Prioritise and escalate issues as necessary, ensuring timely resolution or appropriate dispatch to specialised support teams.
  • Provide immediate assistance and resolution to common technical issues.
  • Troubleshoot and resolve issues efficiently during the initial contact.
  • Follow up on unresolved issues to ensure they are addressed in a timely manner.
  • Deliver exceptional customer service with a focus on clear, empathetic communication.
  • Maintain a high level of professionalism and courtesy while managing user expectations.
  • Document all interactions and resolutions in accordance with company policies.
  • Keep up to date with the latest technology trends and updates relevant to service desk operations.
  • Contribute to the creation and maintenance of knowledge base articles and support documentation.
  • Identify and suggest improvements to service desk processes and procedures.
  • Participate in training and development opportunities to enhance skills and knowledge.

**Experience Requirements:**

  • 1-3 years of experience in a service desk or technical support role.
  • Proven track record of managing service requests and resolving technical issues efficiently.
  • Experience supporting Mandarin-speaking users is essential.

**Skill Requirements:**

  • Strong interpersonal skills with the ability to engage with users effectively and build positive relationships.
  • Excellent verbal and written communication in both Mandarin and English. Ability to convey technical information clearly and concisely.
  • Demonstrated ability to troubleshoot and resolve technical issues independently.
  • Ability to prioritise tasks and manage time effectively in a fast-paced environment.

**Qualifications:**

  • CompTIA A+
  • CompTIA Network+
  • Microsoft Certified Professional (MCP)
  • Applicable Skillsoft courses or other relevant technical training

**Salary Range:

R30,000 per month.

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