Mandarin Technological Help Desk

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

Avantages offerts par ce poste

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

Résumé du poste

J-K Netwok Services in Taguig City is seeking a Mandarin-speaking Technological Help Desk professional to join its healthcare technology support team. The role is open to Filipinos or Filipino-Chinese with strong Mandarin and English skills, focused on delivering high-quality customer service in a fast-paced environment.

The position offers a dayshift schedule with onsite work for the first six months and a hybrid model (one day work-from-home per week) thereafter.

Qualifications

• Minimum 3 years in a medical/clinical environment or customer-facing technical support.
• Proficient in Mandarin and English.
• Strong analytical and problem-solving abilities.
• Excellent technical writing and documentation skills with MS Word, PowerPoint, Excel, and Outlook.

Responsabilités

• 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.

Connaissances

Mandarin proficiency

Analytical

Technical writing

Customer support

Formation

Bachelor's degree / Diploma / Certificate in Science, Healthcare, Engineering

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 Technological Help desk
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