Mandarin It Helpdesk Officer

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

Other benefits discussed

Job summary

J-K Netwok Services in the Philippines seeks a Mandarin IT Helpdesk Officer to support our healthcare clients in Mandarin and English. The role is onsite in BGC, Taguig, with a hybrid option after six months and daily use of MS Office tools.

The candidate will handle first-level troubleshooting, document issues, and escalate when required while building SME knowledge. A science/healthcare-related degree and 3+ years in medical tech support are preferred.

Qualifications

• Open to Filipinos fluent in Mandarin and English.
• Bachelor’s degree, diploma, or certificate in a relevant field such as Science, Biomedical, Healthcare, Nursing, Engineering, or Medical Transcription.
• At least 3 years of experience in medical/clinical environment or customer-facing technical support.
• Strong analytical and problem-solving skills for complex technical issues.
• Excellent technical writing and documentation skills; proficient in MS Word, PowerPoint, Excel, Outlook.

Responsibilities

• Handle inbound customer calls and emails with professional, supportive assistance.
• Review, prioritize, and manage shared mailboxes per procedures.
• Provide first-level technical troubleshooting and guide customers to resolutions.
• Document customer complaints, inquiries, investigations, and resolutions clearly.
• Communicate investigation results and technical information in reports and updates.
• Develop SME on assigned products, processes, and systems; support knowledge sharing.
• Coordinate workloads and assist team members; escalate complex issues as needed.

Skills

Mandarin language

English language

Analytical thinking

Technical writing

MS Office (Word, PowerPoint, Excel, 1)

Education

Bachelor’s degree or higher in science/healthcare/engineering/related field

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 Officer
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