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Customer Support Representative

Shanghai, CN
Customer Support

iDeals Solutions – is an international B2B SaaS company that has been working since 2008 to create the best customer experience in using virtual data rooms.
More than 2,500 customers, including LG, PwC, HP, EY, Deloitte, inspire us to grow and develop every day – to improve our product, service, and every part of our business. With a team of 150 people, we are located on 7 continents and speak 10 languages.
We share openness, teamwork, critical thinking, fact orientation in decision making, focus on super results, and effective communication. We value talent, ability, and desire for continuous growth and learning. Thanks to this, we achieve our main goal every day – to exceed the expectations of our customers and provide them with the most suitable product and the best quality service.
In our Shanghai office, we are looking for a Customer Support Representative!

Responsibilities

  • Processing client requests (calls, chats and letters) in Chinese and English
  • Ensuring strict confidentiality of client information in accordance with the company’s security policy
  • Resolving technical problems under the instructions
  • Holding product training for customers
  • Regular updating of information on all updates in support channels, technical and product changesInteraction with the technical / product team for solving client cases
  • From time to time: taking over additional tasks, if necessary – e.g., writing content to support users or documenting internal procedures, etc.
  • Requirements

  • Native or fluent Chinese speaker with excellent business communication skills
  • Advanced to fluent English language proficiency
  • At least 1 year of experience in customer service (b2b or b2c)
  • Strong analytical skills and attention to detail
  • Focus on clients
  • Responsibility and proactive work ethic
  • Additional language (Korean or Japanese) will be a plus
  • You must be currently in Shanghai to be considered
  • We Offer

  • Opportunities for professional development and personal growth
  • OKR-based planning
  • International team and ability to work in a global corporate culture
  • iDeals Wellness Package to cover any medical expenses, including insurance
  • Unlimited paid vacation and sick leave as agreed with manager
  • Convenient location: WeWork Fuhui Building, No.16 Qixia RD, Pudong District Shanghai
  • 13th salary as part of annual compensation
  • iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.