Technical Support Specialist (Mandarin Speaker)

vivo Indonesia; Jakarta Pusat; On-site; IDR 180,000,000 - 324,000,000; Full time

Job summary

vivo Indonesia is seeking a dedicated technical support professional to strengthen after-sales service centers in Jakarta. You will help enhance repair skills, ensure timely issue resolution, and support the use of diagnostic and maintenance tools.

Localized product knowledge and training will be part of your responsibilities, with collaboration across HQ and regional teams. The role also involves maintaining comprehensive technical documentation and knowledge bases, plus data analysis to drive

Qualifications

• Bachelor’s degree or above in Electronic Information, Telecommunications, Computer Science, or other related technical fields.
• Proficient in Microsoft Office, particularly Excel, PowerPoint, and Word, with good data analysis and reporting skills.
• Strong communication, coordination, and facilitation skills, with the ability to work effectively across multiple teams and locations.
• Good Indonesian communication and writing skills.
• Able to communicate and conduct work-related discussions in Chinese and English.
• Experience in technical training, technical documentation, knowledge base management, or FAQ development is preferred.
• Able to understand and learn after-sales inspection, reflashing, diagnostic, and other technical tools.
• Basic understanding of maintenance SOPs, fault classification, repair processes, and service quality indicators.
• Willing to conduct on-site visits to service centers and undertake short-term business trips.
• Candidates with experience in consumer electronics, mobile phone after-sales service, repair technical support, or service center technical management are highly preferred.

Responsibilities

• Provide technical support to after-sales service centers to improve repair capabilities and first-line issue resolution.
• Support enhancement of repair skills and effective use of technical knowledge and resources.
• Maintain and improve the performance of after-sales software, hardware, diagnostic, and maintenance tools.
• Localize and develop product knowledge and technical materials for the local market.
• Conduct technical training and knowledge sharing for service centers and relevant teams.
• Develop and maintain technical documentation, FAQs, and knowledge bases to facilitate knowledge reuse and improve troubleshooting efficiency.
• Coordinate with headquarters, regional offices, service centers, call centers, and other teams to follow up on technical issues through to resolution.
• Analyze technical and after-sales data and prepare regular reports to support service quality improvement.
• Conduct on-site visits to service centers and undertake short-term business trips when required.

Skills

MS Office (Excel, PowerPoint, Word)

Education

Bachelor’s degree or above in Electronic Information, Telecommunications, Computer Science

Tools

Diagnostic tools

Maintenance tools

Job description

• Provide technical support to after-sales service centers to improve repair capabilities, maintenance quality, and first-line issue resolution.
• Support the enhancement of repair skills, repair quality, and the effective use of technical knowledge and resources.
• Maintain and improve the performance and usability of after-sales software, hardware, diagnostic, and maintenance tools.
• Localize and develop product knowledge and technical materials for the local market.
• Conduct technical training and knowledge sharing for service center and relevant teams.
• Develop and maintain technical documentation, FAQs, and knowledge bases to facilitate knowledge reuse and improve troubleshooting efficiency.
• Coordinate with headquarters, regional offices, service centers, call centers, and other relevant teams to follow up on technical issues through to resolution.
• Analyze technical and after-sales data and prepare regular reports to support service quality improvement.
• Conduct on-site visits to service centers and undertake short-term business trips when required.

Job Requirements

• Bachelor’s degree or above in Electronic Information, Telecommunications, Computer Science, or other related technical fields.
• Proficient in Microsoft Office, particularly Excel, PowerPoint, and Word, with good data analysis and reporting skills.
• Strong communication, coordination, and facilitation skills, with the ability to work effectively across multiple teams and locations.
• Good Indonesian communication and writing skills.
• Able to communicate and conduct work-related discussions in Chinese and English.
• Experience in technical training, technical documentation, knowledge base management, or FAQ development is preferred.
• Able to understand and learn after-sales inspection, reflashing, diagnostic, and other technical tools.
• Basic understanding of maintenance SOPs, fault classification, repair processes, and service quality indicators.
• Willing to conduct on-site visits to service centers and undertake short-term business trips.
• Candidates with experience in consumer electronics, mobile phone after-sales service, repair technical support, or service center technical management are highly preferred.