Mandarin Technical Support L1

Objective

• Focus on ticket-based technical support
• Follow defined standard operating procedures (SOPs) and the Knowledge Base (KB)
• Escalation-based role; not responsible for independent technical or architectural

decisions

Key Responsibilities

• Handle Level 1 to Level 2 technical support tickets through a ticketing system
• Perform troubleshooting based on documented procedures and internal knowledge

base

• Log, document, and escalate issues clearly and accurately
• Meet service-level agreement (SLA) response and resolution targets (5x8 schedule)
• Maintain complete and consistent ticket documentation
• This role does not include presales activities, proof-of-concept ownership, or

solution/architecture design

Language Requirements

• Ability to read and write in English and Mandarin
• Capable of understanding technical documentation an...