Customer Support- Mandarin Language

About Aeris Communications Inc.

For more than three decades, Aeris has been a trusted cellular IoT leader enabling the biggest IoT programs and opportunities across Automotive, Utilities and Energy, Fleet Management and Logistics, Medical Devices, and Manufacturing. Our IoT technology expertise serves a global ecosystem of 7,000 enterprise customers and 30 mobile network operator partners, and 90 million IoT devices across the world. Aeris powers today’s connected smart world with innovative technologies and borderless connectivity that simplify management, enhance security, optimize performance, and drive growth.

Key Responsibilities

• Troubleshooting technical issues directly with customers with various technical skill levels
• Diagnosing and repairing faults
• Engaging with customers directly to quickly get to the root of their problem
• Taking a customer through a series of actions to resolve a problem
• Provide support in the form of procedural documentation
• Managing multiple cases at one time
• Showing a passion for continued learning, staying abreast of new technology and techniques
• Manage your own workload by accurately gauging timelines and meeting deadlines
• Work across teams and communicate with leadership, product owners, and other technologists

Minimum Requirements

• Degree in Computer Science or Information Technology or Telecommunications and 10+ years of IT helpdesk, technical engineering support and customer service experience within a high traffic environment

Preferred Requirements

• Experience in Core network/Paco operation will be preferred.
• Certification in Microsoft, Linux, Network Plus or Cisco is advantageous
• Experience with network monitoring software, IP network and applications to read logs (Wireshark)
• Experience with running trace logs for telecom troubleshooting
• Experience with Salesforce, Zendesk or ticket tracking best practice
• Knowledge of GSM Network / WCDMA network / 3G/LTE network/ service applications characteristics and capabilities is preferable but not mandatory.
• Good written and verbal communication in English
• Good verbal communication and average written communication skills in Mandarin language is must.
• Consistent attention to detail
• High level of commitment
• Team Player
• Customer focus approach and sense of urgency.

Aeris is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

As part of our hiring process, Aeris may conduct background checks to verify the information provided in your application and assess your suitability for the role. The scope and type of checks will comply with the applicable laws and regulations of the country where the position is based. Additional detail will be provided via the formal application process.