Ajith Kumar

Voice Support

Frisco, TX (Remote)

Contract Rate: $22/hr on W2 without benefits

Shift timing: M-F 1:00 PM - 10:00 PM CST

Fluent in Chinese

• Engage with Chinese-speaking customers via voice support to guide them through resolution and keep them updated on progress
• Troubleshoot technical issues, identify root cause, and resolve customer concerns while adhering to company policies
• Accurately document customer interactions using proper spelling, grammar, and clear communication
• Resolve issues on first contact when possible, or escalator appropriately to higher tiers
• Manage customer escalations professionally and handle priority inquiries as assigned
• Maintain strong product knowledge and stay current with client security products and services
• Follow all security and compliance requirements when handling customer information

• High school diploma or equivalent
• Previous contact center or call center customer service experience
• Basic technical troubleshooting skills
• Fluent in Chinese (Mandarin preferred) and English with minimum CEFR Level B2 proficiency
• Strong customer service, problem-solving, and communication skills
• Ability to clearly communicate technical solutions and next steps to customers in Chinese
• Ability to accurately document customer interactions with proper spelling, grammar, and structure
• Strong interpersonal and conflict-resolution skills with ability to identify customer needs
• Ability to pass required background screening and drug screening (where applicable)

• Technical support experience supporting antivirus software or security products
• College degree or equivalent (outside North/South America)
• Experience with customer relationship management (CRM) systems
• Familiarity with ticketing systems and issue tracking