L1 Technical Support

Position Summary & Key Responsibilities :

- The Customer Support Specialist works within the customer support group to provide telephone-based, email-based, and web-based functional and technical support for customers, prospects, partners, demos, internal, field, and other professionals seeking assistance in the use of Moback products.

- The Customer Support Specialist works with other Moback Support and Technical support professionals to form a nucleus of highly proficient problem-solvers who are dedicated to delivering the highest quality support with the goal of increasing customer satisfaction.

- The Customer Support Specialist acts as a resource of product knowledge and skill set in the provision of telephone, email, live chat, and web-based support. This professional works with others, including customer technical support specialists, technology specialists, quality assurance, and development teams to respond to problems and resolve those problems.

- The Customer Support Specialist must have a background in providing support, an attitude that fosters customer satisfaction, a " can do" frame of mind, and respond well to all manner of potentially difficult situations. This professional must deal well with people in all types of situations, remembering that the goal is to " solve the problem," while maintaining a positive perspective.

Responsibilities :

Delivery of telephone, email, chat, and Web-based support including :

- Providing advice and guidance to clients in order to efficiently resolve their questions and issues; this will include general Moback product advice, troubleshooting technical issues and identifying sales opportunities and referring them to the appropriate internal team.

- Improve customer satisfaction through the delivery of excellent support

- Ability to write technical or functional information and contribute to the Web delivered FAQ knowledge base

- Maintain a level of technical knowledge and Moback product knowledge

- Identify and document product issues, enhancements, and requests in the appropriate tracking system

- Work cross-functionally with other Moback groups as needed

- Suggest and employ new, creative, and innovative ways to deliver support

- Participate in the hiring, training, and retaining of other team members as requested

- Other duties as required by the manager

Education, Experience, & Other Qualifications :

- Associate or BA degree in a technical discipline or equivalent experience

- At least 6 year's professional experience in a corporate setting is desired

- Business Support/ Customer Service experience for web-based applications highly desired

- Phone support experience is highly desired

- Experience using a customer case tracking system is highly desired.

- Excellent customer relationship skills

- Superior analytical and troubleshooting skills

- Must have excellent written and oral communication skills in English and Mandarin

- Experience with www browser technology, including Microsoft Internet

- Explorer/Edge, Chrome, and Firefox

- Familiarity with Windows, MAC, iOS, and Android operating systems and browsers a plus

- High level of accuracy and attention to detail, as well as good organizational skills

- Building rapport and dealing with a wide range of people in a friendly and professional manner

- Work effectively with cross-functional teams

Leadership Characteristics :

- Keeping on Point

- Can quickly separate the mission-critical from the nice to-dos and the trivials; quickly senses

- What is the next most useful thing to work on; focuses on the critical few tasks that really add value and puts aside or delays the rest.

- Communicating Effectively

- Writes and presents effectively; adjusts to fit the audience and the message; strongly gets a message across.

Relating Skills :

- Warm, friendly, and interpersonally agile; easy to approach and talk to; relates well to all kinds of people; makes a pleasant first impression and builds solid relationships.

- Caring About Others

- Quick to help others; has and shows empathy and sympathy for others; truly cares and is concerned; goes out of his/her way for others; makes time to listen; makes allowances for those in trouble.

Acting with Honor and Character :

- Is a person of high character; is consistent and acts in line with a clear and visible set of values and beliefs; deals and talks straight; walks his/her talk; is direct and truthful but at the the same time can keep the confidence.

Demonstrating Personal Flexibility :

- Open to lifelong, continuous personal improvement; aware of self and impact on others responsive to feedback; is very flexible; can act in ways that seem contradictory and is adaptable to demand characteristics of different situations.

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