Mandarin (speaking) CSHD Analyst - Full Time Remote (based in INDIA)

Preferable Location(s): New Delhi, India
Work Type: Full Time

Candidates must be based in India

Alphanumeric is hiring an Mandarin (speaker) Customer Service Helpdesk Analyst to work from home providing level-one technical support in English language to clinical clients via inbound calls, emails, and tickets. 

100% Work from Home.

Job Conditions:

  • Work from the comfort of your home.
  • Permanent position.
  • Equipment Provided.
  • Salary: INR 50,000 monthly (gross).
  • Working Shift - Sunday to Thursday 7pm to 4am (EST) or the equivalent 5:30 am to 2:30 pm (IST).
  • Training Shift:  Monday to Friday 6:30pm - 3:30am (IST) - Around 4 weeks (paid).
  • Night differential of additional 12% of hourly rate.
  • Benefits (apart from the basic salary):  Internet Allowance + private health insurance.
  • Employer-paid E-Learning courses
  • Continuous coaching, training, and development.
  • Start date:  ASAP

You must have the following:

  • Fluent in Mandarin and English in both written and spoken communication.
  • At least 2 years of related experience.
  • With BPO call center experience.
  • Stable Internet connection. (35 MBPS Minimum).
  • Experience using Microsoft Applications, preferably savvy in Excel.
  • Must be comfortable working in the EST time zone (5:30 am to 2:30 pm IST)

Position Summary:

  • Provide Service Desk support to external customers and users
  • Receive, document, and track all incoming customer/user calls for immediate remedy and closure
  • Utilize computer and database information to update incident status
  • Serve as the single point of contact (SPOC) for incidents, including owning the call through closure.

Essential Functions and Responsibilities:

  • Provide service desk support to contracted clients.
  • Use defined procedures for responding to customer calls.
  • Collect information from the caller and document data elements in the designated tool.
  • Maintained records of all calls from customers using an established Service Management tool.
  • Provide detailed documentation of all steps involved in resolving customer issues.
  • Escalate issues to the appropriate department and personnel.
  • Investigate, examine, troubleshoot, and solve hardware and software issues quickly.
  • Maintain a pleasant demeanor and attitude in day-to-day communication and interface with customers.

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