Customer-centric, focus on building the company’s service brand and industry reputation, providing efficient support to partners and customers.
- Handle calls, emails and tickets from overseas customers, channels and SEs (Latin America, Europe, Southeast Asia, Hong Kong, Macao, etc.); provide consultation, troubleshooting and POC testing for Hillstone full-series products, and close cases in line with SLA.
- Process escalated tickets from South America frontline TAC and coordinate with R&D to resolve customer issues.
- Undertake Hong Kong & Macao hotline duty and handle frontline customer problems.
- Accept service requests from end customers, channels and SEs in Hong Kong, Macao, Southeast Asia, Europe and other regions.
- Compile, review and publish English knowledge base documents.
- Provide remote support for customers.
- Strong customer service awareness, calm and patient personality, with goo...