Technical Support Representative
AI Summary
A Technical Support Representative handles first-level escalated technical issues via email, chat, and phone, provides on-site support to an overseas call center, and trains agents to resolve product issues and uphold service standards.
About this role
Reolink, a leader in intelligent visual technology for homes and businesses, was founded in 2009 by a group of engineers with a strong commitment to and passion for smarter security solutions.
Our products are now trusted by millions of users across more than 110 countries and regions worldwide. Building on this trust, we continue expanding our presence and bringing our innovations to more markets around the globe. Reolink remains committed to delivering advanced, reliable, and user‑centric solutions that empower people to protect what matters most.
Job Responsibilities:
- Communicate with global customers in English via email, live chat, and phone to maintain and enhance the corporate brand image.
- Handle first-level escalated technical issues, collaborate with R&D teams to drive problem resolution, and improve customer satisfaction.
- Provide on-site technical support and agent assistance to the overseas call center team, resolving complex product-related technical issues to enhance service quality.
- Conduct product and business-related training for call center agents to ensure their proficiency in product usage and strict adherence to service standards.
- Effectively identify operational issues within the call center, optimize business processes, and improve service efficiency.
Qualifications:
- Bachelor's degree or above, any major is acceptable; minimum 1 year of on-site call center support experience, with a background in the security industry preferred.
- English proficiency: with fluent English listening, speaking, reading, and writing skills, enabling its use as a working language.
- Excellent service orientation, teamwork, and communication skills, with the ability to resolve issues quickly and drive results.
Skills
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