Customer Service Representative - Mandarin

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