Technical Support Engineer

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

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, manage technical troubleshooting ticket data in the customer relationship management system, typically Zendesk, and regularly file related analysis reports.

Qualifications

2+ years' of technical support experience

Customer service oriented

Strong written and verbal and troubleshooting skills

Service and Risk Management: Possess strong service awareness and the ability to identify potential service or quality risks.

Permanent