Technical Support Analyst (Bilingual Mandarin and English)

About AvePoint 

A five-time winner of the Microsoft Partner of the Year award, AvePoint provides the most advanced platform for SaaS and data management to optimize SaaS operations and secure collaboration. More than 9 million cloud users rely on our solutions to secure digital collaboration data, sustain connections between people and ensure business resiliency in the modern digital workplace.   

At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you!  

About the position  

Do you have a passion for customer satisfaction and the skills to troubleshoot in a technical environment? We’re looking for someone who can quickly become an expert in delivering exceptional solutions that solve our customers’ biggest challenges.  

As a Technical Support Analyst (Bilingual Mandarin and English), you will be in a high-exposure support position assisting our enterprise customers and resolving technical issues with our software solutions. Working with your colleagues, developers, product managers, and account managers, you will have the opportunity to develop your technical and leadership skills through continuous learning opportunities.  You’re the main point of contact for support for our customers, which means you have strong problem-solving and customer service skills. You are also a team player who thrives on working collaboratively with both internal and external teams.   

Specific responsibilities include, but are not limited to:   

• Product Support: Becoming an expert in our product suite and working hands-on with Microsoft technologies – including SharePoint, Office 365, Azure, SQL Server, Window Server, and IIS. Supporting our customers by providing solutions that resolve and simplify complex technical issues in the Microsoft Cloud. Analyzing and troubleshooting software issues through the use of internal logging and development resources. 

• Customer Service: Utilizing your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email. Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use. 

• Serving as the support contact for customers – regularly connecting via phone, email, and remote sessions 

• Analyzing complex issues by reviewing product-specific logs and utilizing root cause analysis skills 

• Overseeing interdepartmental collaboration to help ensure prompt delivery of customer requests 

• Contributing to public-facing articles based on found issues in our software 

• Learning about our technology – including release updates and new products – through on-the-job training and education   

 
What you will bring to our team:   

• BA/BS Degree in an IT-related field (Computer Science majors are preferred, but not required) 

• 1 to 5 years of technical software support or help desk experience (preferred) 

• Excellent bilingual communication skills in Mandarin and English, able to interact professionally with a diverse group, managers, executives, and SMEs.

• Ability to work independently and within a highly collaborative team environment 

• Commitment to continuous education and drive to stay up to date with the latest technologies 

• Strong interest or experience with Microsoft technology stack (including SharePoint, Office 365, Azure, Windows Server, SQL Server, and IIS)    

AvePoint is proud to employ talent from many different backgrounds, experiences and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities. 

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