Technical Support Engineer Job at xTool Retail Studio, Mountain View, CA

dmV5L2tlOFc1L0I2MS9hNWFLaVQxTlhFYXc9PQ==
  • xTool Retail Studio
  • Mountain View, CA

Job Description

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Responsibilities

  • Technical Troubleshooting and Remote Support : 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.
  • Complaint and Incident Management : Address escalated customer complaints and urgent incidents, ensuring timely follow-up and resolution of issues.
  • Documentation and Solution Development : Maintain documentation of product-related issues and develop corresponding technical solutions
  • Quality and Service Risk Identification : 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.
  • Training and Reporting : 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.

Qualifications

  • 2+ 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.

Job Tags

Immediate start, Remote job,

Similar Jobs

Helios

Creative Director - Founding Team Member Job at Helios

Creative Director Founding Team Member About Us Helios is building the AI-native OS for government interaction. Our first product, Proxi, is already redefining how policymakers, lobbyists, Fortune 500s, and public servants navigate power. We're automating the workflows...

The Jericho Project

Director of Government Contracts & Quality Assurance Job at The Jericho Project

 ...throughout New York City. About the Position Jericho Project is seeking a driven and enthusiastic Director of Government Contracts and Quality Assurance. The incumbent will be responsible for managing procurement, renewal and compliance reporting of a range... 

James Search Group

Associate Attorney Job at James Search Group

 ...Associate Attorney Multiple Practice Areas Hybrid Roles in Major U.S. Markets for AM Law 50 Firm. About our client: We are partnering with a prestigious Am Law 50 firm known for its excellence across a wide range of practice areas, collaborative culture, and... 

Morrison Express

Warehouse Associate Job at Morrison Express

Role & Responsibilities: Help achieve high levels of profitable growth on all assigned shipments by proactively analyzing order for overages and shortages, assisting in cycle and inventory counts, inspecting delivers for damage making note of any damages and advising...

Cordia Resources by Cherry Bekaert

REMOTE - Accountant (CPA Required) 16675214 Job at Cordia Resources by Cherry Bekaert

 ...Title: REMOTE - Accountant (CPA Required) Compensation: 75K to 100K + Bonus Environment: REMOTE (Near DC Metro) This great career opportunity will be with a growing AI Tech client of Cordia by Cherry Bekaert. This client is PE backed, and their AI product is...