Customer Support Representative (Mandarin Speaker)

Job Summary:

Provide 24/7 SOC monitoring and incident response by detecting security threats, monitoring network traffic, coordinating with clients, ensuring SLA/OLA compliance, and supporting incident management through effective communication, analysis, and timely escalation of security events.

Duties and Responsibilities:

• Participate in the 24x7 SOC operation and ensure a smooth and efficient operation.

• Monitor internet traffic for security breaches and denial of service attacks.

• Constantly follow the policies, procedures, and technologies in order to maximize the effectiveness and efficiency of security operations.

• Ensure both internal OLA and external SLA are met and followed accordingly.

• Ensure and enhance customer satisfaction through effective handling of security events and mitigations via promptly, professional communication with customers.

• Directly coordinate with clients via chat, email, and hotline.

• Support next tier of Incident Management by gathering the right information that would aid the troubleshooting for immediate recovery.

Qualifications:

• At least 1-year experience in call center operations in handling customer support Skills and competencies:

• Can fluently speak and listen English and Mandarin

• Minimal technical knowledge about DDoS attacks and/or Network Fundamentals would be an advantage

• Basic knowledge in internet routing and network troubleshooting

• Self-motivated and team player

• A strong sense of responsibility, service, and customer-oriented

• Willing to work in Carmona, Cavite

• Amenable to project-based employment status