Job Description

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.

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