Customer Support Engineer

What you’ll Bring

• The ability to make decisions and solve problems in a timely manner
• A customer centric approach in resolving concerns, setting up product and securing customers loyalty to our product and services A team player mentality, that feeds on collaboration, innovation and creativity
• A keen ability to explain complex issues in simple terms to ensure mutual understanding with customer solutions
• A basic understanding of AV/VC technology 
• A true love for helping customers and providing solutions
• Passion to deliver an amazing experience to customers 

Responsibilities

• Provide global support for our worldwide customer base and manage simultaneous customer cases in a highly demanding environment.
• Develop and maintain excellent relationships with our customers and partners, and help improve and maintain the highest level of customer satisfaction.
• Logging and managing issues using appropriate management tools (Zendesk).
• Promptly escalate unresolved issues to appropriate internal teams.
• Provide impeccable follow-up with customer issues and status in a timely manner
• Proactively working the support ticket queue and managing customer expectations on resolution time.
• Work closely with the development team to help resolve the product bugs and deliver solutions in a timely fashion.
• Proactively identify issues and take mitigation steps before they become “noticed” by customers.
• Responsible for troubleshooting hardware and software technical issues
• Deliver positive communications to our internal and external customers.
• Offer additional tips, best practices and solutions, related to their service issue, whenever possible.
• Maintain a state-of-the-art subject matter expertise on existing and planned technologies, including related products and services.
• Proactively share knowledge with internal and external customers, by providing new and updated FAQ solution material.
• Work cross-functionally with Product, Engineering, and other teams to ensure resolution of customer issues.

Minimum Qualifications

• 3-5 years of experience in a customer service/ technical support role
• Impeccable follow-through and commitment to quality customer service.
• Proficiency in Zendesk products, Google Suite and Salesforce. 
• Zoom platform knowledge is a big plus.
• Mandarin speaking is a plus.
• Comfortable in a fast-paced, ever changing environment.
• Strong oral, written, and interpersonal communication skills.
• Proven customer service skills with attention to detail.