Help Desk Specialist

Advange Group; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT service provider is seeking Mandarin-speaking IT Helpdesk & Technical Support Representatives in Johor Bahru, Malaysia. The role involves providing Tier 1 support, troubleshooting SaaS application issues, and collaborating with cross-functional teams to enhance customer satisfaction. Candidates should have 1-3 years of Helpdesk or IT Support experience, with strong communication skills in Mandarin as a must. Familiarity with ticketing tools and technical onboarding practices is a bonus.

Qualifications

• 1-3 years experience in Helpdesk or IT Support role (SaaS experience is a plus).
• Strong communication skills in Mandarin is a MUST.
• Ability to diagnose and resolve basic technical issues quickly.

Responsibilities

• Provide Tier 1 support for account access, billing issues, and usage questions.
• Troubleshoot SaaS application issues (login, integration, performance).
• Log, prioritize, and escalate tickets where necessary.

Skills

Communication in Mandarin

Diagnostic skills

Empathy

Job description

Mandarin/Chinese speaker IT helpdesk specialist

*ONLY OPEN FOR MALAYSIAN /PR with Mandarin speaking ability.

We are seeking dedicated and resourceful CHINESE/Mandarin IT Helpdesk & Technical Support Representatives to join our growing team.

You'll be the first line of support for our users, resolving IT issues and supporting our SaaS platform.

You'll work closely with cross-functional teams to ensure customer satisfaction and uptime.

Key Responsibilities

• Helpdesk / CSR Focus
• Respond to customer inquiries via email, phone, and chat.
• Provide Tier 1 support for account access, billing issues, and usage questions.
• Log, prioritize, and escalate tickets where necessary.
• Maintain a professional, empathetic customer experience.

• Technical Support / TSR Focus
• Troubleshoot SaaS application issues (login, integration, performance).
• Assist users with technical problems related to the platform, system, or network.
• Escalate critical issues to DevOps / Engineering teams.
• Document known issues and contribute to knowledge base articles.

Requirements

• 1-3 years experience in Helpdesk or IT Support role (SaaS experience is a plus).
• Strong communication skills in Mandarin is a MUST.
• Ability to diagnose and resolve basic technical issues quickly.
• Experience using ticketing tools is a plus.

Bonus Skillset

• Familiar with remote tools (TeamViewer, AnyDesk, etc.).
• Knowledge of SaaS platform operations or technical onboarding.