Mandarin Help Desk Analyst

Responsibilities Provide 1st Level/Frontline support via phone, chat and contact US support origins for Reuters customers regarding any service and technical incidents, feedback inquiry, and various other customer service related inquires
Engage in proactive service activities based on service and customer trends and alerting
Engage in the feedback lifecycle process in managing feedback submission to relevant product stakeholders
Manage high-severity incident swarming and communication for hot topics and high severity cases.
Participate in special service-related projects such as customer migrations, and upgrades
Perform break fix activities with Reuters customers remotely
Work with resolution teams on major, elusive or reoccurring issues that affect customer satisfaction
Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing
Professional Experience & Qualifications
2+ year relevant experience in technical service and support environments with/or industry standard certification and qualifications in a relevant technical field.
Experience in service and support in broadcast and new media industries a plus
Strong written and verbal communication and problem-solving skills is a necessity
Strong experience performing root cause analysis in a customer support environment
Experience performing triage, management, escalation, and follow up for various severity issues
Other Requirements:
Languages spoken: English, Mandarin (at least HSK4/ HSK5)
Experience with technical customer service incident management
An independent worker with excellent time management and follow-through
Ability to be highly productive, both working alone and in close collaboration within a team, able to multi-process and thrive in a fast-paced, customer driven, sometimes unpredictable?but engaging environment. Experience with or exposure to: JIRA, ZenDesk, Salesforce, Service Now, and Office 365
Tentative shift: Wed-Sun 11AM-7PM