Remote Technical Support Engineer | Escalations & Solutions

Responsibilities

1. 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.
2. Complaint and Incident Management: Address escalated customer complaints and urgent incidents, ensuring timely follow-up and resolution of issues.
3. Documentation and Solution Development: Maintain documentation of product-related issues and develop corresponding technical solutions.
4. 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.
5. 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

1. 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.
2. Experience: At least 2 years of technical support service experience; familiar with customer service workflows.
3. Problem‑Solving Skills: Driven by logical thinking and analytical thinking in identifying the root cause of issues.
4. Proactive Approach: Proactively develop solutions to identified issues and effectively resolve them through communication and collaboration.
5. Service and Risk Management: Possess strong service awareness and the ability to identify potential service or quality risks.
6. Execution and Learning Ability: Strong execution skills, quick learner, and ability to summarize key information effectively.

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