Prepaid Wireless Field Support Specialist

Prepaid Wireless Field Support Specialist

Gen Mobile is seeking a dynamic, bilingual (Mandarin-English) Prepaid Wireless Field Support Specialist to provide in-market support to our Chinese-speaking 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.

Key responsibilities include serving as the primary liaison for Mandarin-speaking prepaid wireless retail partners, providing on-site and remote support to optimize retailer engagement and sales performance, educating store owners and their staff on prepaid wireless products, promotions, and best practices, inspecting and driving Chinese marketing campaigns at retail stores, receiving calls as first point of contact to help resolve dealer escalations, developing and delivering Mandarin-language training sessions for retailer support agents, supporting coaching and calibration sessions to improve customer service and support consistency for Mandarin speaking care agents, supporting social media and messaging platforms used by Chinese-speaking retailers (e.g., WeChat, WhatsApp, etc.), assisting with the creation and translation of Mandarin-language digital content, guides, and promotional materials, monitoring feedback and trends from digital channels to inform training and support strategies, providing feedback and recommendations on the usability of internal and customer-facing apps in Mandarin, and collaborating with product and UX teams to improve Mandarin language integration and user experience.

Skills and qualifications include wireless sales in indirect sales or pre-paid experience preferred, must adapt well to change and enjoy working in a fast paced sales environment, bilingual proficiency in Mandarin Chinese and English (required), familiarity with social media platforms (especially WeChat) used in Chinese-speaking communities, tech-savvy with strong knowledge of mobile applications and digital tools, excellent communication, interpersonal, and problem-solving skills, and willingness to travel within assigned territory for field visits and training sessions.