Job Description

We are looking for a proactive and customer-focused ERP Helpdesk Support Engineer to provide remote technical support for a multinational corporation with operations in China and the United States. This role will involve diagnosing ERP-related issues, resolving system queries, and maintaining excellent communication with users. The ideal candidate has strong analytical thinking, problem-solving skills, and a positive customer service attitude. Fluency in Mandarin (spoken & reading) is essential to support Mandarin-speaking users.


Key Responsibilities: 

• Provide remote helpdesk support for the client’s internal ERP system (training provided).
   
• Diagnose and troubleshoot system issues by identifying root causes through logical analysis.
   
• Communicate effectively with users via email and Microsoft Teams.
   
• Review ticket history to track patterns and identify solutions.
   
• Escalate complex issues to internal technical teams when necessary.
   
• Document issues and resolutions accurately and ensure timely updates in the ticketing system.
   
• Manage and prioritize multiple open support cases simultaneously.
   
• Deliver prompt and professional customer service with clear communication.
   
• Work according to allocated shift schedules (9:00–18:00 or 12:00–21:00, 5 days/week)

Job Requirements

• Diploma / Bachelor’s Degree in IT, Computer Science, Information Systems, or relevant fields (preferred but not mandatory if experience is strong).
   
• Fluent Mandarin (speaking & reading) and good command of English.
   
• 1–2 years of experience in IT helpdesk or technical support is an advantage (Fresh graduates are encourage to apply)
   
• Basic understanding of database concepts, web applications, and Microsoft 365.
   
• Familiarity with ticketing systems (e.g., ManageEngine, Zendesk, JIRA, etc.) is an added advantage.
   
• Strong analytical, troubleshooting, and problem-solving skills.
   
• Detail-oriented, organized, and able to multitask independently.
   
• Strong communication and customer-service mindset.
   
• Able to work rotating shifts on time and reliably.
   

Skills