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