Menu Live Support Bilingual Specialist

We are seeking exceptional menu content specialists who are capable of understanding and utilizing complex tools in order to generate concise and accurate menus for clients, agents, and customers. In order to succeed in this role, the menu content specialists must be:

• Fast learners - The ideal candidate is both willing and capable of quickly absorbing knowledge, including complex processes and tools. They should demonstrate the ability to apply learnings effectively in a dynamic environment.

• Adaptability in a fast-paced environment - The candidate thrives under time pressure and can seamlessly adjust to shifting priorities and tight deadlines while maintaining high performance and focus.

• Collaborative Team Player -  The candidate must excel in teamwork, actively sharing insights, receiving constructive feedback, and working effectively with superiors, peers, and subordinates to achieve shared goals.

• Critical Thinking and Problem-Solving Skills - The candidate demonstrates the ability to identify root causes of challenges, analyze situations logically, and implement the most appropriate and efficient solutions.

• Detail-Oriented and Committed to Excellence - The candidate maintains a meticulous approach to data accuracy, ensuring high-quality work even when managing large datasets. They should take ownership of their tasks, show accountability for their outputs, and maintain a proactive attitude toward continuous improvement.

• Empathy and Customer-Centric Mindset:  - The candidate understands that their work directly impacts other team members (such as voice platform agents) and end customers. They must approach their tasks with empathy, striving to deliver tools and solutions that positively affect workflows and outcomes.
  

Proficiencies:

• Advanced Excel/Google Sheets Proficiency - The candidate must demonstrate strong proficiency in Excel and Google Sheets, including the ability to pass advanced Excel literacy tests and effectively handle data-related tasks such as sorting, filtering, and using formulas.

• Strong Computer Literacy - The candidate should be highly comfortable with computers and capable of quickly adapting to various software and tools essential for day-to-day operations.

• Typing Efficiency - The candidate must exhibit excellent typing skills, maintaining a high typing speed and accuracy level (e.g., 50 words per minute or higher, 95% accuracy), ensuring efficiency in data entry and documentation.

• Experience with CRM/Case Management Tools - Familiarity with customer relationship management (CRM) or case management systems such as Salesforce, Zendesk, or Intercom is essential. The candidate should have hands-on experience in using these tools to manage and resolve tasks efficiently.

• Proficient in Chinese and English - The candidate must be able to demonstrate literacy in both Chinese and English

Ideal Background:

• Experience in a tech support role - The candidate ideally would have experience in a support role and in using a case management tool (e.g. Salesforce, Zendesk, Intercom, etc.)

• Experience in product/program implementation role - The candidate ideally would have experience setting up tools/processes for other stakeholders