Voice Support (Bilingual Chinese Or Mandarin)

Voice Support

Frisco, TX (Remote)

Contract Rate: $22/hr on W2 without benefits

Shift timing: M-F 1:00 PM - 10:00 PM CST

Fluent in Chinese

Primary Responsibilities• Engage with Chinese-speaking customers via voice support to guide them through resolution and keep them updated on progress• Troubleshoot technical issues, identify root cause, and resolve customer concerns while adhering to company policies• Accurately document customer interactions using proper spelling, grammar, and clear communication• Resolve issues on first contact when possible, or escalate appropriately to higher tiers• Manage customer escalations professionally and handle priority inquiries as assigned• Maintain strong product knowledge and stay current with client security products and services• Follow all security and compliance requirements when handling customer informationAbout YouRequired Qualifications• High school diploma or equivalent• Previous contact center or call center customer service experience• Basic technical troubleshooting skills• Fluent in Chinese (Mandarin preferred) and English with minimum CEFR Level B2 proficiency• Strong customer service, problem-solving, and communication skills• Ability to clearly communicate technical solutions and next steps to customers in Chinese• Ability to accurately document customer interactions with proper spelling, grammar, and structure• Strong interpersonal and conflict-resolution skills with ability to identify customer needs• Ability to pass required background screening and drug screening (where applicable)Preferred Qualifications• Technical support experience supporting antivirus software or security products• College degree or equivalent (outside North/South America)• Experience with customer relationship management (CRM) systems• Familiarity with ticketing systems and issue tracking