Mandarin Technical Support Associate at Another Broken Egg

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

02 Oct, 26

Salary

0.0

Posted On

04 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Mandarin Fluency, English Fluency, Technical Support, Customer Support, Troubleshooting, Help Desk Software, Remote Support Tools, Payroll Knowledge, HR Product Knowledge, Bilingual Communication, Customer Relationship Management, Product Testing

Industry

Software Development

Description

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive. Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue. Values Here are our Company Values and we’d love to have individuals who can be a culture add to our team! What We Offer Permanently Remote Pay wired directly to your bank account $50 Monthly Stipend Annual Bonus Performance-based bonuses Flexible PTO Enjoy company time off during some of the major US and PH Holidays Company-issued Device Career fast track for performers and internal mobility Learn from a team of Stanford, MIT, Google and Harvard alumni Grow With Us Workstream is looking for an exceptional team member to join our Customer Support team as a Mandarin Technical Support Associate. You will be a core member of our customer support team, and you will be well-positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work a regular shift during US hours. Day In The Life Customer Support Serve as the primary point of contact for customers via chat, phone, and email, providing timely support and troubleshooting for the Workstream platform. Deliver bilingual customer support, using English as the primary language while assisting Mandarin-speaking customers as needed. Handle customer interactions primarily through chat (approximately 70%) and phone (approximately 30%), requiring strong written and verbal communication skills in both English and Mandarin. Respond to customer inquiries promptly while meeting key service metrics, including first response time, resolution time, and customer satisfaction (CSAT). Diagnose customer issues, identify root causes, and determine when to resolve independently or escalate to teammates or Engineering for product defects, feature requests, or complex technical issues. Guide customers through platform features, workflows, and best practices to help them successfully use Workstream. Maintain a positive, empathetic, and professional approach in every customer interaction. Follow up proactively with customers until issues are fully resolved. Contribute to continuous improvement initiatives by assisting with product testing, mentoring newer team members, sharing customer insights, and recommending process or product enhancements. Customer Success You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform You will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs Who You Are 2 to 5 years of experience in Customer Support, Technical Support, Product Support, Help Desk, Service Desk, or a similar customer-facing support role. Have a long-term vision of working and growing with a Silicon Valley based technology startup Comfortable with adapting to ever changing processes and recommending improvements Tech-savvy with the ability to quickly learn new software, tools, and systems while troubleshooting customer issues effectively Must be fluent in Mandarin and English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers Must have experience using help desk software and remote support tools Strong knowledge of Payroll and related HR products Must be willing to work following the US time zone Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results Must be willing to attend occasional in-person meetings in Metro Manila Know More About Workstream https://www.workstream.us/blog/funding-series-b https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/ https://techbuzz.news/buzzworthy-august-27-2021/ Additional Information Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are committed to the full inclusion of all qualified individuals.

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Responsibilities

Serve as the primary bilingual point of contact for customers via chat, phone, and email to troubleshoot platform issues. Partner with the Success team to assist with client setup and contribute to the internal knowledge base.