Job description

1. What you will do:

As a Customer Support Specialist, you'll join a team you can always rely on for feedback and continuous professional growth.

2. Your Responsibilities:

First-line support [L1];
Handle inquiries via chats and email/tickets from China, and the Global market;
Provide consultations about our products and services, such as CDN, Cloud, Hosting;
Resolve technical issues by providing technical diagnostics and collect the information about customers and users incidents, forward it up to the higher levels of technical support if needed.

3. Requirements:

Excellent verbal and written English (B2 and above) and Chinese (B2) communication skills;
Ready to learn a lot and work with technical cases/issues;
Experience in Technical Support 1+ year;
Good knowledge and understanding of IT, networking or how the Internet works (network devices, IP, DNS, MAC address, ping, traceroute, reading logs etc);
You're familiar with Cloud and CDN, or at least have a general understanding about them;
Good problem-solving skills;
Experience with Jira and Incident Management;
Experience with Zendesk;
A fast learner, organized and team player;
Able to find, analyze and ready to assimilate a lot of information about our products and services;
Responsible, polite, and optimistic person with strong communication skills;
Can explain complex things so that they become clear and simple;
Good at prioritizing tasks.

Nice to Have: