L1 Helpdesk Support

3 weeks ago

Noida, India WePlus Consultancy Pvt. Ltd. Full time

L1 Helpdesk Support (Chinese)

Location: Noida

As an L1 Helpdesk Support Specialist fluent in Chinese, you will play a vital role in providing exceptional technical assistance to end-users. Your dedication to prompt issue resolution and effective communication will ensure high customer satisfaction. You will collaborate with cross-functional teams and vendors to enhance systems and contribute to the overall success of our retail operations.

**Responsibilities**:
**Issue Diagnosis and Resolution**: Identify, diagnose, and troubleshoot technical issues reported by end-users, aiming for swift problem resolution and customer contentment.

**Independent Problem Solving**: Independently resolve common technical problems and escalate complex issues to Level 2 or Level 3 support teams when required.

**Efficient Documentation**: Document and track all support requests, including their resolutions, meticulously in the designated ticketing system.

**Collaboration**: Collaborate closely with store personnel, IT teams, and vendors to resolve technical issues, implement system enhancements, and updates.

**User Training**: Assist in user training and onboarding for retail systems when needed.

**Knowledge Management**: Contribute to the development and upkeep of support documentation, knowledge base articles, and FAQs.

**Feedback and Improvement**: Actively participate in meetings and provide constructive feedback to enhance the overall performance and reliability of retail systems.

**Requirements**:

- **Language Proficiency**: Intermediate level proficiency in Chinese (writing, reading, and speaking).
- **Technical Aptitude**: Demonstrated ability to troubleshoot technical issues, basic IT support tasks, and familiarity with Microsoft Office tools.
- **Customer Focus**: Prior experience in helpdesk or 1st line support, with a strong commitment to delivering high-quality customer service.
- **Communication Skills**: Excellent written and oral communication skills in both English and Chinese.
- **Collaboration**: Ability to collaborate effectively with cross-functional teams, store personnel, and vendors.
- **Time Zone Flexibility**: Willingness to work on the Japan time zone when necessary.
- **Continuous Learning**: Enthusiasm for staying up-to-date with the latest products, services, and industry best practices.

**Qualifications**:

- **Experience**: 2-5 years' experience in logging and scheduling calls, preferably in a Help Desk or Call Centre environment.
- **Language Skills**: Fluent Chinese proficiency (writing, reading, and speaking), equivalent to N2 level.
- **IT Exposure**: Exposure to and experience working in an IT 1st line support environment.
- **Organizational Skills**: Proficient in using ticketing systems and managing call scheduling.

**Salary**: ₹400,000.00 - ₹600,000.00 per year

Schedule:

- Day shift

Ability to commute/relocate:

- Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Help Desk support: 2 years (required)

**Speak with the employer**
+91 9356916244

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