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Job updated about 2 years ago

Job Description

We are looking for a technically skilled candidate with excellent interpersonal skills for the technical support position. Your role will be in between the 1st level customer support and product R&D engineers. You will troubleshoot technical issues, provide timely response, and work with R&D team to identify root causes.

Moreover, this role also needs to provide training to 1st level customer support, and help build up the process of 2nd level technical support.

## Responsibility

- Identify the cause of issues and provide solutions to customers through 1st level support

- Timely response to issue tracking tickets and help customers resolve issues

- Setting up test environment to reproduce the product issues

- Work with R&D engineers to identify the root cause of product issues

- Manage multiple cases at one time

- Building up the process of issue consolidation and the coordination between different customer service and R&D teams

- Provide the technical training to 1st level technical support (in Mandarin and English)

- Be involved in QA process with QA team to ensure the product quality

Requirements

## Requirements

- Familiarity with command line Unix/Linux environment

- Familiarity with Windows/macOS environment

- Familiarity with Android/iOS systems

- Familiarity with the WiFi network setup and troubleshooting

- Familiarity the basic IT network setup and troubleshooting

- Experiences of remote troubleshooting

- Prior experience in tech support, desktop support, software QA, or a similar role.

- Good English communication

- Good problem analysis and solving skills

- Passion on problem solving

- Outgoing personality and good team working

## Nice to have

- Ability to code in any programming language

- Understanding the video and audio encoding/decoding concept

【 歡迎透過 https://reurl.cc/6yp0WZ 應徵,我們將會優先處理!】

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『好可愛!感覺好溫馨,有了它的陪伴,爸爸媽媽寶寶都可以睡得很安穩』常是第一眼看 CuboAi 寶寶攝影機的印象,也是開發 CuboAi 的初心。 

雲云科技是一群平均年齡不到 30 歲的年輕團隊,產品開發理念是讓爸媽可以更自在親密地享受育兒生活,特別重視運用科技解決育兒時的困擾,從痛點觀察、使用者訪談、硬體規劃、軟體 AI 開發與 Home Test 等流程來確保產品品質與實用性。 

我們重視的核心價值『Empathy 同理』、『Open Mind 擁抱新思維』、『Agility 敏捷』讓這個來自四面八方的國際團隊更能感同身受爸媽的煩惱進而緊密地機動變換隊形,快速處理世界各地爸媽們的疑慮。我們正全力規劃新的產品與服務,持續往世界級母嬰產品開發的目標努力。 

在 CuboAi 最不缺的就是笑聲,寬廣的辦公室裡時不時就響起同仁們開朗的笑聲,CEO 也會不定期爆爆米花巡迴發放,伴著 101 白天傍晚的景色讓人忘記忙碌。

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