Hardware Technical Support Engineer

xTool Retail Studio is seeking a Hardware Technical Support Engineer to provide technical troubleshooting and remote support for their products. The role involves addressing customer complaints, maintaining documentation, and developing solutions while ensuring high-quality service and training for new colleagues.

Responsibilities:

• 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
• Address escalated customer complaints and urgent incidents, ensuring timely follow-up and resolution of issues
• Maintain documentation of product-related issues and develop corresponding technical solutions
• 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
• Assess product post-market performance, prepare training materials for new colleagues, manage technical troubleshooting ticket data in the customer relationship management system, typically Zendesk, and regularly file related analysis reports

Requirements:

• 3+ years' of technical support experience
• Customer service oriented
• Strong written and verbal and troubleshooting skills
• Service and Risk Management: Possess strong service awareness and the ability to identify potential service or quality risks