Description

You provide technical troubleshooting and support for customers in Mandarin and English within a 24x7 environment.

Responsibilities

• Perform initial problem triage, clarify problem definitions, and identify duplicate incidents.
• Extract, analyze, and manage logs, dumps, and error files from customer systems.
• Search knowledge bases and apply search tools to identify patterns and previously developed solutions.
• Coordinate with customers, engineers, and third-party vendors to implement solutions and track incident progress.
• Provide remote support to on-site resources and prepare source upgrade files.

Required Skills

• Proficiency in reading, writing, and speaking Mandarin and English.
• 2-4 years of technical support experience.
• Knowledge of UNIX, Linux, and Windows operating systems.
• Working knowledge of databases and operating systems.
• Understanding of support center procedures and troubleshooting protocols.
• Ability to work set schedules including weekends, holidays, and on-call rotations for 24x7 coverage.
• Bachelor degree or Diploma in Mandarin language.

Preferred Skills

• Experience in Help Desk or customer service positions.
• Knowledge of Teradata support tools and remote tool installation.

Key Skills

Education

Any Graduate