Customer Support Analyst

Coach and develop partner(s) towards meeting objectives

Ability to work with minimal supervision and direction

Determining methods and procedures for new assignments

Handle, track, and monitor select Indirect Customer support requests

Provide warranty, technical support, presales, and data recovery support to partner(s)

Assist customers during escalations and document customer interactions

Work with warehouse to resolve discrepancies in RMAs (Return Merchandise Authorization)

Work with Planners and Logistics Team to resolve Indirect RMAs issues

Contributes guidance to other support level employees and front-line agents

Be able to work on assignments requiring considerable judgment and initiative while understanding the implications of work and making recommendations for solutions

Determine root cause analysis on complex escalation

Provide secondary escalation support to partner(s)

Flexible to transfer to any other duties considered necessary to meet the needs of the business

Perform to meet departmental and quality goals

Help identify and eliminate problems

Create innovative solutions to product or process problems

Periodical process review for improvement and development

Your experience includes:

About 4 years of experience in Customer Advocacy, ensuring client satisfaction and service excellence

At least 2 years in Technical Support, providing solutions and troubleshooting expertise

2+ years in a Coaching, Mentoring, or Leadership role, guiding teams toward success

Effective ability to work independently with minimal supervision

Skilled in executing tasks with creativity and efficiency to drive results

Excellent phone and written communication skills, ensuring clear and professional interactions

Adaptable to work within China/India support hours as needed

Good technical skills in HDD/SSD storage, computers, and knowledge in RAID

Bachelor and/or equivalent experience

You Might Also Have:

Certifications A+, Net

Familiarity and experience with microcomputer operation, with emphasis on the Macintosh and Windows environment. Linux and/or Unix experience is added advantage

A minimum of 1-year Advanced Network Product support experience

Experience in managing projects at a micro and macro level

Bi-lingual Speaking & Listening: English & Mandarin, Reading & Writing: English & Simplified Chinese