What are the responsibilities and job description for the Technical Support position at xTool?
Key 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 to manage technical troubleshooting ticket data in the customer relationship management system, typically Zendesk, and regularly file related analysis reports.
Qualifications & Requirements
