【技術支援】Technical Support Representative

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】
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and system configurations, through email and chat
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Document technical knowledge in the form of notes and knowledge base articles
- Exceed customer expectations
- Other requirements requested by management

【Essential】
- Hands-on experience with Windows/ Mac OS/iOS/Android environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues, especially audio, Bluetooth, and guitar amp related
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Ability to work from home
- Ability to multitask
- Ability to speak and write in English


【Desirable】
- Proven work experience as a Technical Support agent, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)