
Technical Support Engineer
4 days ago
Technical Support Engineer will be overall responsible for processing technical support requests that come in from customers.
- Ensuring support requests are dealt with in a timely manner and updating CRM appropriately.
- Ensuring RMAs and Support cases are resolved successfully, and knowledge base updated.
- Pre and post sales activities including gathering and utilizing Internal & external customer feedback to lead continued sales and growth.
- Providing technical assistance to sales team on an as needed basis.
You will have;
- A keen eye for detail and completion of complicated task through active listening and problem solving.
- Ability to communicate effectively, confidently, and professionally with both channel partners and end-users.
- Desire and flexibility to excel and succeed in a technical support environment.
**Reporting**
- Primary relationship with VP APAC, Field Application Support Engineer, Global Support and Professional Services Teams.
- Other important relationships are with Product management, Marketing team and other regional office in APAC.
Required:
- Fluency in Mandarin and English.
- Ability to work well under pressure.
- Ability to time manage multiple tasks.
- Ability to travel on regular and short notice.
- Understanding of IP Networks (addressing, protocols, switches etc.).
- Professional and confident telephone manner.
- A positive team player with excellent communication skills.
Desirable:
- Fluency in another language.
- Experience in a similar position.
- Exposure to Linux and Mac.
- Hardware/Software test experience.
- AV experience.
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