About the Job:
Techdinamics is a technology group that specializes in simplifying fulfillment. We are a one-stop solution for shippers that need help integrating with their customers or automating their final- mile shipping process, including label generation for 150+ couriers, tracking visibility and courier auditing. Our leading-edge technology and services are designed to get shippers to The Perfect Order Process. We want to eliminate manual touchpoints & mistakes and remove all the headaches involved in order fulfillment.
Job Brief:
We are looking for a Support Agent that can act as primary point of contact for Chinese Mandarin speaking customers and create long-term, trusting relationships with our customers. A Level 1 Support Agent is responsible for serving as the first point of contact for customers seeking support assistance through our ticketing system, performing remote troubleshooting through diagnostic techniques and pertinent questions and determining the best solution based on the issue and details provided by the customers.
You will be responsible for safeguarding customer satisfaction. This responsibility includes fostering customer relationships by maintaining regular communication to understand their needs and concerns and achieve service satisfaction.
A successful candidate needs to have the ability to work from home (no noise or distraction) and good Internet support to allow for voice communication, screen share, etc.
Responsibilities include but are not limited to:
• Serve as the first point of contact for customers seeking support assistance through our
ticketing system
• Perform remote troubleshooting through diagnostic techniques and pertinent questions (using our Solutions DB as a base)
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support as required
• Keep tickets up to date with the progress/analysis made (communication, escalations, proper status management, time tracking)
• Follow-up (internally and externally to customer and other parties) and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures and need for documentation
• Remain in regular communication with accounts to ensure customer satisfaction
• Proactively identify overarching problems and escalate issues when required
Requirements
• Full time – Sunday to Thursday 9 PM to 6 AM ET (with 1 hr break)
• Ability to diagnose and resolve technical issues
• Advanced English (written and spoken)
• Advanced Mandarin Chinese (written and spoken)
• Excellent communication skills
• Customer-oriented and cool-tempered
• IT background (Educational background in IT or engineering preferred)
• Experience working as support agent / helpdesk technician or other customer support role (preferred)
• Experience working with Ticketing tools (preferred)
• Experience working in the logistics industry is a plus
Training in the product will be provided.
Techdinamics’ Technology Stack:
Order Management & Integrations
• IntegratedFlow, Any-to-Any Integrations
• techOMS, Powerful OMS designed for warehouses to streamline
Ship, Track, Audit
• techSHIP, a multi-courier shipping solution with 150+ courier integration
• techTRACK, a tracking & analytics portal
• techAUDIT, a courier auditing tool
Who are our customers?
• Fulfillment centers
• Ecommerce brands
• Retailers
APPLY FOR THIS JOB:
Company: Domum Services
Name: Julia K.
Email: