Job Req ID: 26909
Essential Duties And Responsibilities
This role will be based in the headquarters located in Bade, Taoyuan, Taiwan.
Duties And Responsibilities
- Serve as first point of contact and address to customer's inquiries and questions regarding to Supermicro products, solutions, and services
- Act as pre and post sales liaison between field and cross-functional product management teams
- Identify, document, and resolve customer issues; escalate critical customer's questions and issues to the correspondent team and management
- Assisting clients to perform basic troubleshooting via phone, e-mail, or web portal
- Provide inputs to designing team on customer's feedback on new products improvement
- Provide technical support over the phone/or web to customers on hardware and software issues
- Drive customer satisfaction through service excellence
- Ability to work flexible hours
Qualifications
- Bachelor's degree in engineering discipline
- For senior position with 5 years above of hands-on experience in hardware or solution industry
- Strong customer focus mindset
- Solid interpersonal skill in verbal and written, ability to communicate effectively with both external and internal stakeholders efficiently in English/ Chinese
- Strong analyzing and troubleshooting skills
- Prior repair and support experience in hardware industry is a plus
- Ability to resolve complex issues with high level of ambiguity
