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.