【技術支援】Technical Support Representative - Please Apply with English Resume

Join Positive Grid as a Technical Support Representative, providing expert assistance to customers via email and chat. You'll be essential in delivering solutions for our AI-powered guitar amplification and effects products while ensuring an outstanding customer experience. 【Key Responsibilities】 -Resolve customer inquiries about pre-sales, orders, shipping, and technical issues -Provide clear troubleshooting guidance for guitar gear and related software -Process warranty claims efficiently -Utilize internal knowledge bases and AI tools to optimize support solutions -Convert technical concepts into easy-to-follow instructions 【Required Skills】 -Outstanding written and verbal communication -Quick learner with strong problem-solving abilities -Customer service mindset with attention to detail -Knowledge of electric guitars, amplifiers, effects pedals, and audio interfaces preferred -Experience with computers, mobile devices, operating systems, and software/hardware integration preferred -Experience with help desk systems and technical support preferred -Familiarity with AI tools and platforms (e.g., ChatGPT, Claude, Midjourney) preferred 【Personal Qualities】 -Warm and empathetic communication style -Self-motivated with a strong desire to learn -Ability to thrive in a fast-paced environment -Team player with a positive attitude -Patient and methodical approach to problem-solving 【What We Offer】 -Opportunity to work with cutting-edge music technology -Dynamic and collaborative work environment -Continuous learning and growth opportunities -Chance to combine technical expertise with passion for music -Join us in helping musicians achieve their creative potential through technology. - If you're technically minded, passionate about customer service, and eager to contribute to an innovative team, we want to hear from you. 【Typical Accountabilities】 -Provide comprehensive technical support via email and chat for our full product line, including pre-sales, order inquiries, and troubleshooting - Diagnose and resolve hardware/software issues by asking targeted questions and utilizing support resources effectively - Process warranty claims and escalate complex technical issues to appropriate internal teams -Maintain and contribute to our knowledge base with clear technical documentation and solution articles - Transform complex technical information into simple, actionable solutions for customers - Meet or exceed customer satisfaction and response time metrics while maintaining high-quality support standards - Monitor and follow up on customer inquiries to ensure complete resolution and satisfaction -Participate in team meetings and training sessions to stay current with product knowledge and support procedures -Properly escalate unresolved issues to appropriate internal teams, including software developers, product specialists, or senior support staff -Additional responsibilities as assigned by management