We are looking for a dynamic, bilingual (Mandarin-English) Prepaid Wireless Field Support Specialist to provide in-market support to our  retailer network. This position plays a crucial role in field operations, offering hands-on assistance to retail partners, training support agents, and improving the digital customer experience. The ideal candidate will be comfortable in both field and digital environments, with a passion for training, social media engagement, and technology usability.

Duties:

• Serve as the primary liaison for Mandarin-speaking prepaid wireless retail partners
• Provide on-site and remote support to optimize retailer engagement and sales performance
• Educate store owners and their staff on prepaid wireless products, promotions, and best practices
• Inspecting and driving  marketing campaigns at retail stores
• Receiving calls as first point of contact to help resolve dealer escalations
• Develop and deliver Mandarin-language training sessions for retailer support agents
• Support coaching and calibration sessions to improve customer service and support consistency for Mandarin speaking care agents
• Support social media and messaging platforms used by retailers (e.g., WeChat, WhatsApp, etc.)
• Assist with the creation and translation of Mandarin-language digital content, guides, and promotional materials
• Monitor feedback and trends from digital channels to inform training and support strategies
• Provide feedback and recommendations on the usability of internal and customer-facing apps in Mandarin
• Collaborate with product and UX teams to improve Mandarin language integration and user experience