L1 Technical Support - China Market

Profile:
· The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He/she will be strongly team-focused and have proven communication skills. The candidate is flexible and willing to work variable shift pattern.
· Preferably the suitable candidate has a technical aptitude and a basic understanding of various hardware, software, Microsoft® operating systems and applications.
· Excellent verbal and written communication skills in Mandarin and English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
· Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company.

Responsibilities & Activities:
· Answer contacts promptly and professionally
· Log/Validate all contacts Call Handling Database
· Resolve a high percentage of customer problems using the relevant tools and systems
· Manage end to end all calls logged, providing regular updates to customers on call status
· Complete follow-on actions as appropriate
· Invoke Escalation Procedures within defined time frames
· Adhere to account Policies & Procedures
· Work to achieve individual and team goals
· Protect confidential and sensitive information and materials
· Observe strict compliance to licensing, copyright and trademark legislation
· Accomplish other duties as required
· Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:
· Ability to communicate at all levels, both technically and non-technically
· Professional & confident
· Good time management skills
· Excellent communication (written and oral) and listening skills
· Ability to perform well as part of a team under direct supervision
· Strong customer focus with prior experience in a customer service role
· Strong interpersonal skills
· Analytical and diagnostic skills
· Desire to work in a rapidly changing environment
· Demonstrated ability to prioritize tasks and work under pressure
· Demonstrated ability to actively participate and work within a team
· Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes