We have an exciting opportunity for a Technical Support Specialist role in a US-based Appliance, Electrical, and Electronics Manufacturing company. The company creates and sells high-performance industrial and professional-grade integrated pan, tilt, and zoom cameras for use in Pro AV, Broadcast, and Remote Video applications. They are seeking an individual with the necessary qualification and experience to fill this position.

Job Requirements:

A degree in information technology, computer science, or electrical engineering is required, and/or at least three years of experience working as a technical support engineer for PC-based, video imaging, and IT-related products. 

Other industries include but are not limited to, customer service over the phone and on-site experience, support for Pro Video hardware products, Pro Audio support, CCTV, video camera experience, IT and network support experience.

Having experience troubleshooting workflows based on customer tickets.

Must be familiar with Microsoft Windows and a variety of desktop programs, including PowerPoint and MS Office.

Knowledge of IP networks, PC and hardware configuration, networking technologies, and protocols like TCP/IP, DNS, DHCP, and VPN clients are all required.

Familiarity with support tools, such as TeamViewer for remote networking.

Strong communication abilities and experience working with both technical and non-technical clients are required.

Strong organizational and time management skills are required.

Fluent in the English language.

Chinese language proficiency is advantageous but not necessary.

Revised Job Responsibilities

Job Responsibilities:

Support for IP cameras, PTZ cameras, and video imaging products from start to finish.

Provide on-demand technical support via phone, email, chat apps, and remote desktop software like TeamViewer.

Testing and troubleshooting products directly, upgrades to hardware and firmware, repairs, etc.

Creating content for technical knowledge bases, creating knowledge base articles, improving troubleshooting procedures, and developing best practices.

Discuss testing new products, fixing technical problems, providing support for technical documents, debugging techniques, etc. with the corporate R&D department.

Provide pre-sales/post-sales technical support for dealers and end users, internal training, and sales tech support.

Educate dealers and systems integrators in technical areas online and in person.

Referrals

If you know anyone who may be suitable for the above role, feel free to get in contact with the Mandarin Recruitment team. We will ensure a healthy referral bonus.

About Us

Mandarin Recruitment is a service that helps UK and China businesses & organizations find and source high-quality Mandarin-speaking professionals. We have unparalleled and exclusive channels to the Chinese-speaking market, allowing us to be the leading organization for specialist Mandarin recruitment.