Our client is a leading Multitech Social Media company.
Job Responsibilities:
- Technical Troubleshooting: Provide first-line technical support by diagnosing, troubleshooting, and resolving software and application issues reported by users.
- Bug Identification and Escalation: Accurately identify, document, and escalate product bugs to the engineering and product teams, providing detailed and reproducible reports.
- Ticket Management: Manage and prioritize technical support tickets within a ticketing system (e.g., Jira), ensuring timely resolution in line with service level agreements (SLAs)
- User Communication: Communicate technical solutions, workarounds, and status updates to users in a clear, concise, and easy-to-understand manner.
- Knowledge Base Contribution: Contribute to the creation and maintenance of a technical knowledge base, including FAQs and troubleshooting guides, to empower users to self-serve.
Job Requirements:
- Bachelor's degree or above in Computer Science, Information Technology, or a related technical field is required.
- At least 1+ years of experience in a technical support, QA, or similar technical role. Proven experience with bug tracking software (e.g., Jira) and support ticketing systems. Capability Requirements:
- Strong logical thinking and problem-solving skills, with the ability to diagnose complex technical issues systematically. A passion for technology and a strong ability to quickly learn new products and software.
- Basic scripting skills (e.g., Python, JavaScript) for troubleshooting. Familiarity with APIs and how to test them.
- Experience working in an Agile/Scrum development environment.
- Ability to work effectively with both technical (engineering) and non-technical (user) stakeholders. Excellent technical writing skills.
- Excellent written and verbal communication skills in both Chinese and English, able to explain complex technical concepts in a fully bilingual (English and Mandarin) work environment to liaise with Chinese speaking stakeholders.
If you are keen on this exciting opportunity, kindly Apply Now.
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