Technical Support Representative (Mandarin Speaker)

Private Advertiser; Carmona; On-site; PHP 335,000 - 670,000; Full time

Job summary

Private Advertiser is seeking a dedicated SOC Analyst to provide 24/7 monitoring and incident response, detecting threats, monitoring traffic, and escalating security events with clear communication.

Based in Carmona, Cavite, the role requires at least 1 year in call center operations with strong English and Mandarin language skills, and the ability to coordinate with clients via chat, email, and hotline while ensuring SLA compliance.

Qualifications

• At least 1 year experience in call center operations handling customer support.
• Fluent spoken and listening skills in English and Mandarin.
• Basic knowledge of networks and security concepts is a plus.

Responsibilities

• Participate in 24x7 SOC operations and ensure smooth, efficient monitoring.
• Monitor internet traffic for security breaches and DDoS indicators.
• Follow security policies and procedures to maximize operational effectiveness.

Skills

Fluent English

Mandarin

Customer support

Job description

Job Summary

Provide 24/7 SOC monitoring and incident response by detecting security threats, monitoring network traffic, coordinating with clients, ensuring SLA/OLA compliance, and supporting incident management through effective communication, analysis, and timely escalation of security events.

Duties and Responsibilities

• Participate in the 24x7 SOC operation and ensure a smooth and efficient operation
• Monitor internet traffic for security breaches and denial of service attacks
• Constantly follow the policies, procedures, and technologies in order to maximize the effectiveness and efficiency of security operations
• Ensure both internal OLA and external SLA are met and followed accordingly
• Ensure and enhance customer satisfaction through effective handling of security events and mitigations via promptly, professional communication with customers
• Directly coordinate with clients via chat, email, and hotline
• Support next tier of Incident Management by gathering the right information that would aid the troubleshooting for immediate recovery

Qualifications

• At least 1-year experience in call center operations in handling customer support Skills and competencies:
• Can fluently speak and listen English and Mandarin
• Minimal technical knowledge about DDoS attacks and/or Network Fundamentals would be an advantage
• Basic knowledge in internet routing and network troubleshooting
• Self-motivated and team player
• A strong sense of responsibility, service, and customer-oriented
• Willing to work in Carmona, Cavite
• Amenable to project-based employment status