L1 Support Hero

We're looking for an enthusiastic Chinese-speaking L1 Support Hero to join our Service Delivery team as the first line of defense for IT support. As a key member of our front-line team, you’ll handle incoming support requests, troubleshoot user issues, and escalate more complex problems to the L2 team when necessary.

Requirements

• 1+ years of experience in IT support, help desk, or customer service role within a technical environment
• Fluency in Chinese and English
• Basic understanding of Windows, macOS, Office 365, Active Directory, and networking fundamentals
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service abilities with a professional, positive attitude
• Ability to multitask, prioritize, and stay organized in a fast-paced environment

Benefits

• Total compensation package between $40,000–$60,000, including base pay, benefits, and performance-based incentives
• Comprehensive benefits package including health and dental coverage
• Paid training/certifications
• Opportunities for career growth, with mentorship from senior technicians and clear advancement paths
• Fun, inclusive workplace culture focused on teamwork and continuous improvement