Mandarin It Helpdesk Associate

J-K Netwok Services; Taguig; Hybrid; PHP 1,625,000 - 1,946,000; Full time

Benefits offered by this job

HMO + 2 dependents for Free (Day 1)

Life Insurance (Day 1)

Leave credits: 12 VL and 12 SL (cash)

Discount for Company products

Monthly Allowances: Php 9,400 (Taxable

Annual Merit Increase

13th Month Pay

Government Mandated Benefits

Job summary

J-K Netwok Services in Taguig is seeking a Mandarin IT Helpdesk Associate. The role requires strong Mandarin and English, a healthcare or clinical background, and excellent problem solving. Initially onsite for six months with a hybrid option of one day work-from-home per week.

Benefits include HMO, life insurance, leave credits, and a monthly allowance, with merit increases and 13th month pay. Bachelor’s degree and 3+ years in relevant fields are preferred.

Qualifications

• Bachelor’s degree or certificate in a relevant field such as Science, Biomedical, Healthcare, Nursing, Engineering, or Medical Transcription.
• Fluent Mandarin and English; capable of professional written and spoken communication.
• At least 3 years in medical/clinical or customer-facing tech support environments.

Responsibilities

• Handle inbound calls and emails, providing professional, supportive assistance.
• Review shared mailboxes and address inquiries promptly per procedures.
• Provide first-level technical troubleshooting and guide customers to resolutions.
• Document complaints and investigations with quality and regulatory compliance.
• Communicate results in written reports and verbal updates, meeting KPIs.
• Develop SME knowledge on products, processes, and systems; support training activities.
• Assist team lead with workload coordination and process improvements.

Skills

Mandarin language

English language

Analytical thinking

Technical writing

Education

Bachelor’s degree

Tools

MS Word

PowerPoint

Excel

Outlook

Job description

Company Profile: A well-established global organization in the healthcare sector, committed to delivering quality solutions about medical and healthcare products and services to customers across different markets. With a growing presence in the Philippines, the company is looking for a Mandarin Bilingual professional to become part of its dynamic and diverse team.

Position: Mandarin IT Helpdesk Associate. Industry: American Healthcare Company. Location: BGC, Taguig City. Schedule: Dayshift Schedule. Salary: Php 160, 000. Work Set-up: Full Onsite for the first 6 months | Hybrid — 1 Day Work From Home per Week

BENEFITS:

• HMO + 2 dependents for Free (Day 1)
• Life Insurance (Day 1)
• Leave credits: 12 VL and 12 SL (convertible to cash) (Day 1)
• Discount for Company products
• Monthly Allowances: Php 9,400 (Taxable) included in Package
• Annual Merit Increase
• 13th Month Pay
• Government Mandated Benefits
• Other benefits will be discussed by the company

REQUIREMENTS OF THE JOB:

• Open to Filipinos and Filipino-Chinese who are proficient in Mandarin and English.
• Bachelor’s degree, diploma, or certificate in a relevant field such as Science, Biomedical, Healthcare, Nursing, Engineering, or Medical Transcription.
• Having at least 3 years of experience in a medical/clinical environment or customer-facing technical support role in a related industry.
• Having strong analytical and problem-solving skills, with the ability to resolve complex technical issues.
• Excellent technical writing and documentation skills, with proficiency in MS Word, PowerPoint, Excel, and Outlook.
• Ability to work independently, manage multiple priorities, adapt to changes, and perform effectively in a fast-paced environment.

RESPONSIBILITIES OF THE JOB APPLICATION:

• Handle inbound customer calls and emails, providing professional and supportive assistance while ensuring a positive customer experience.
• Review, prioritize, and manage shared mailboxes, ensuring customer inquiries and complaints are addressed promptly and according to procedures.
• Provide first-level technical troubleshooting by analyzing issues, identifying root causes, and guiding customers toward appropriate resolutions.
• Accurately document customer complaints, inquiries, investigations, and resolutions in accordance with quality and regulatory requirements.
• Clearly communicate investigation results and technical information through written reports and verbal updates while meeting response and resolution KPIs.
• Develop and maintain Subject Matter Expertise (SME) on assigned products, processes, and systems, while supporting knowledge sharing and training activities.
• Support the Technical Support Team Lead/Supervisor by coordinating workloads, assisting team members, escalating complex or country-specific issues, and contributing to process improvements.

Recruitment Process:

• Paper Screening
• Initial Interview with TA
• Onsite Assessment (Written Assessment in Mandarin + English)+ Onsite HM Interview
• Language Assessment (Panel Interview)
• Job Offer