Technical Support Representative (Mandarin Speaking)

**In This Role, Your Responsibilities Will Be:**

+ **Creates and routes technical issues for all customers**
+ Handle inbound technical support requests (Phone, Email, Web).
+ Validates customer entitlements and approves exceptions for unentitled customers.
+ Dispatch out-of-TSR scope technical issues to the appropriate support group.
+ Create and manage customer data records within our applications to ensure proper data integrity.
+ **Resolves technical issues for customers across all account tiers**
+ Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
+ Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
+ **Captures and documents knowledge to enable self-service resolution**
+ Learns and adopt Knowledge-Centered Service (KCS) methodology.
+ Enables customers to self-serve by creating and editin...