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
- 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
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