Customer Support Specialist (Chinese speaker)

1. What you will do:

As a Customer Support Specialist, you'll join a team you can always rely on for feedback and continuous professional growth.

2. Your Responsibilities:

• First-line support [L1];
• Handle inquiries via chats and email/tickets from China, and the Global market;
• Provide consultations about our products and services, such as CDN, Cloud, Hosting;
• Resolve technical issues by providing technical diagnostics and collect the information about customers and users incidents, forward it up to the higher levels of technical support if needed.

3. Requirements:

• Excellent verbal and written English (B2 and above) and Chinese (B2) communication skills;
• Ready to learn a lot and work with technical cases/issues;
• Experience in Technical Support 1+ year;
• Good knowledge and understanding of IT, networking or how the Internet works (network devices, IP, DNS, MAC address, ping, traceroute, reading logs etc);
• You're familiar with Cloud and CDN, or at least have a general understanding about them;
• Good problem-solving skills;
• Experience with Jira and Incident Management;
• Experience with Zendesk;
• A fast learner, organized and team player;
• Able to find, analyze and ready to assimilate a lot of information about our products and services;
• Responsible, polite, and optimistic person with strong communication skills;
• Can explain complex things so that they become clear and simple;
• Good at prioritizing tasks.

Nice to Have:

• Experience with CDN, Cloud or DNS, or strong desire to learn about them;
• Basic understanding or hands-on experience with Linux, API and payments;
• Certifications in ITIL, Linux, Tech Skills and Networking;

About the schedule:

Monday-Friday, 09:00 - 18:00, 1 hour of a break time.

On-call duty is possible.

4. Benefits:

• Competitive salary;
• Flexible schedule;
• Remote, hybrid, or office work;
• Educational support;
• Medical insurance (depending on the contract type and your location);
• Business trips (depending on your role).