Customer Support Analyst

• Mentor and guide partners to achieve their goals

• Capable of operating with little to no supervision

• Establishing methods and procedures for new tasks

• Manage, track, and oversee specific Indirect Customer support inquiries

• Offer warranty, technical assistance, presales, and data recovery support to partners

• Assist clients during escalations and record customer interactions

• Collaborate with the warehouse to address discrepancies in RMAs (Return Merchandise Authorization)

• Partner with Planners and the Logistics Team to resolve Indirect RMA challenges

• Provide mentorship to other support staff and front-line agents

• Capable of handling assignments that require significant judgment and initiative, while understanding the implications of work and proposing solutions

• Conduct root cause analysis on intricate escalations

• Offer secondary escalation support to partners

• Willingness to take on additional responsibilities as necessary to support business needs

• Strive to meet departmental and quality objectives

• Assist in identifying and resolving issues

• Develop creative solutions for product or process challenges

• Conduct periodic reviews of processes to enhance and develop

Your qualifications include:

• Approximately 4 years of experience in Customer Advocacy, ensuring high client satisfaction and service quality

• A minimum of 2 years in Technical Support, delivering solutions and troubleshooting expertise

• 2+ years in a Coaching, Mentoring, or Leadership capacity, directing teams toward achievement

• Strong ability to work autonomously with minimal oversight

• Proficient in executing tasks with creativity and efficiency to achieve results

• Exceptional verbal and written communication skills, facilitating clear and professional interactions

• Flexible to work within China/India support hours as required

• Solid technical knowledge in HDD/SSD storage solutions, computers, and familiarity with RAID

• Bachelor’s degree and/or equivalent experience

You may also possess:

• Certifications such as A+, Net

• Experience with microcomputer operations, particularly in Macintosh and Windows environments. Knowledge of Linux and/or Unix is a plus

• At least 1 year of experience in Advanced Network Product support

• Experience in managing projects at both micro and macro levels

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