What are the responsibilities and job description for the Hardware Technical Support Engineer position at xTool Retail Studio?
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
- 3 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.
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.