Positive Grid looking for a Technical Support Representative to provide quality assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. This role is a major touchpoint for the overall Customer Experience.
Technical Support Representative responsibilities include resolving product issues, this could include configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and knowledge base articles.
Being a guitarist, musician, or having knowledge in computer audio is beneficial. As well as an understanding in computer science, IT, software. operating systems, and different technology platforms. If you enjoy assisting people with computer issues, audio, and are able to explain technical details simply, we'd like to have you on our team.
【Typical Accountabilities】
Proven working experience as a Customer Service and/or Technical Support Manager
Understanding of computer science, IT, software. operating systems, and guitar technology
Proficiency in English and Chinese
Working knowledge of customer service software such as Zendesk, databases and tools
Awareness of industry's latest technology trends and applications
Ability to think strategically, be proactive and to lead, strong communication skills
Advanced troubleshooting and multi-tasking skills
Accountability for customer satisfaction
【Essential】
4+ Years experience in providing customer service/tech support services
Hands-on experience with Windows/ Mac OS/iOS/Android environments
Good understanding of computer systems, mobile devices and other tech products
Familiarity with remote desktop applications and help desk software (eg. Zendesk)
Ability to provide step-by-step technical help, both written and verbal
Ability to speak and write in English, any additional languages will be seen as beneficial.
【Desirable】
Understanding of music technology, software and hardware
Ability to work from home and multitask
Bachelor degree or above