Technical support specialist (USA) job at GEOR Global Recruitment (Shenzhen) Ltd. China, US

Job Description

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. 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.

Job Tags

Full time, Remote work,

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