Customer Support Analyst

About our group:

Our culture is focused on our Corporate Values: People, Customer Success, Excellence, Innovation, Teamwork, Openness, Social Responsibility and Sustained Profitability. Join a worldwide team of talented, collaborative, innovative people who thrive in a work environment where people can share knowledge and learn from one another. You won’t find a more exciting place to build your career and challenge yourself. Accept the challenge and Go where innovation leads.

About the role - you will:

· 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

About you:

· Excellent work Ethics
· Team Player
· Excellent troubleshooting skills
· Excellent communication skills
· Multitasking
· Problem solver
· High attention to details
· Creative

Your experience includes:

· 1 - 2 years of Customer Advocacy Experience
· 2+ years of Technical Support experience
· 2+ yrs. experience in a Coaching, Mentoring, or Leadership type role
· Ability to work with little supervision
· Complete tasks in creative and effective ways
· Excellent Phone and Writing communication skills
· Flexibility to work within the China/India support hours as necessary
· 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 helpful
· 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

Location:

Located in the high technology district, our site in Wuxi is a global manufacturing hub, where nearly 5,000 employees deliver technical services, customer test, manufacturing, and support capabilities. On site you can grab breakfast, lunch, dinner and snacks at our canteen, grab-and-go market and coffee shop. We offer basketball, badminton, yoga clubs and group exercise classes. We also have music, dance, photography, and literature clubs galore, along with an active Toastmasters International chapter, and frequently have on-site festivals, celebrations and community volunteer opportunities.

Location: Hangzhou, China
Travel: None