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Key Responsibilities
? Technical Assistance
a) Provide timely technical support to export clients, distributors, and partners via email, phone, or video calls (covering regions such as Asia, Africa, or the South America).
b) Troubleshoot product-related issues (e.g., installation, functionality, maintenance) specific to export markets.
c) Coordinate with R&D and production teams to develop market-specific technical solutions.
? Documentation & Training
a) Update and localize technical materials for export markets, including multilingual user guides, installation videos, and troubleshooting checklists.
b) Deliver technical training to distributors and clients in export regions (in-person or virtually) to enhance product knowledge and reduce support inquiries.
c) Maintain a centralized database of export-specific technical issues, solutions, and best practices for team reference.
? Stakeholder Collaboration
a) Partner with export teams to pre-empt technical challenges during client onboarding or product launches in new markets.
b) Liaise with R&D and QC providers to address technical concerns related to product design, packing, or handling.
c) Report on export market technical trends to inform product development and sales strategies.
? Issue Resolution & Follow-Up
a) Manage escalated technical complaints from export clients, ensuring resolution within certain timelines.
b) Conduct post-resolution follow-ups to verify client satisfaction and prevent recurrence of issues.
Required Qualifications & Skills
1. Education
a) Bachelor’s degree in Engineering (Mechanical, Electrical, or related field), International Business, or a technical discipline.
b) Language Proficiency: Professional fluency in English, both written and verbal.
Experience
1. 2–3 years of experience in technical support, preferably in an export/global business environment.
2. Familiarity with international product standards (e.g., CE, UL, RoHS).
3. Experience working with cross-functional teams (R&D, sales, QC) and global stakeholders.
1. Technical Skills
1. Strong understanding of the company’s products and ability to troubleshoot technical issues.
2. Proficiency in using technical support tools (e.g., CRM software , knowledge base platforms).
3. Basic knowledge of data analysis to track support KPIs and identify trends.
1. Soft Skills
1. Excellent cross-cultural communication skills (verbal and written) in English;
2. Ability to work independently and prioritize tasks in a fast-paced, global environment.
3. Strong problem-solving skills and customer-centric mindset.
4. Adaptability to varying time zones when supporting international clients.