Mandarin Technical Product Support

J-K Netwok Services; Taguig; Hybride; PHP 1 625 000 - 1 946 000; Plein temps

Avantages offerts par ce poste

HMO + 2 dependents

Life Insurance

Leave credits: 12 VL and 12 SL

Product discounts

Monthly Allowances: Php 9,400

Annual Merit Increase

13th Month Pay

Government Mandated Benefits

Other benefits will be discussed

Résumé du poste

J-K Netwok Services is seeking a Mandarin Technical Product Support professional in Taguig. The role requires strong Mandarin and English proficiency, a scientific/healthcare background, and 3+ years of relevant experience handling technical support in medical settings.

You will work onsite initially, with a hybrid option after six months, providing detailed troubleshooting and clear documentation. The position offers a comprehensive benefits package, salary of Php 160,000 per month, and a

Qualifications

• Open to Filipinos proficient in Mandarin and English.
• Bachelor’s degree, diploma, or certificate in a relevant field such as Science/Healthcare/Engineering or Medical Transcription.
• At least 3 years of experience in a medical/clinical environment or customer-facing technical support.

Responsabilités

• Handle inbound customer calls and emails with professional, supportive assistance.
• Review and manage shared mailboxes ensuring inquiries are addressed promptly.
• Provide first-level technical troubleshooting and guide customers to resolutions.
• Document customer issues and resolutions accurately for quality and regulatory compliance.
• Communicate investigation results clearly via reports and updates while meeting KPIs.
• Develop SME on assigned products and support knowledge sharing and training.
• Coordinate workloads, assist team members, escalate country-specific issues, and contribute to process improvements.

Connaissances

Mandarin language

English language

Analytical thinking

Problem solving

Technical writing

Formation

Bachelor’s degree or higher

Outils

MS Word

PowerPoint

Excel

Outlook

Description du poste

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 Technical Product Support
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