Job Description

Key Responsibilities

• Technical Troubleshooting and Remote Support: Provide technical troubleshooting support and remote repair guidance for escalated customer inquiries through various channels, including telephone support, video calls, real-time messaging, and tickets generated by the customer relationship management system, typically Zendesk
• Complaint and Incident Management: Address escalated customer complaints and urgent incidents, ensuring timely follow-up and resolution of issues.
• Documentation and Solution Development: Maintain documentation of product-related issues and develop corresponding technical solutions
• Quality and Service Risk Identification: Identify potential quality or service issues during daily customer relationship management; take a proactive manner in reporting relevant issue and following up to ensure timely resolution.
• Training and Reporting: Assess product post-market performance, prepare training materials for new colleagues to manage technical troubleshooting ticket data in the customer relationship management system, typically Zendesk, and regularly file related analysis reports.

Qualifications & Requirements

• Educational Background: Bachelor's degree or higher preferably in a science, technology, or engineering field. Candidates should be native English speakers, but those who demonstrate proficiency in Chinese (listening, speaking, reading, and writing) will have an additional advantage
• Experience: At least 2 years of technical support service experience; familiar with customer service workflows.
• Problem-Solving Skills: Driven by logical thinking and analytical thinking in identifying the root cause of issues
• Proactive Approach: Proactively develop solutions to identified issues and effectively resolve them through communication and collaboration.
• Service and Risk Management: Possess strong service awareness and the ability to identify potential service or quality risks.
• Execution and Learning Ability: Strong execution skills, quick learner, and ability to summarize key information effectively.

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