iRobot Corporation

Customer Care Technical Support Supervisor

CN-INTERNATIONAL - Shanghai
Service and Support
Requisition ID
3637
Job Post Information* : Posted Date
6 days ago

Summary

This role is part of the Customer Care team in China. It is responsible for providing technical support for iRobot’s home robots when issues are escalated through the call centers. And support repair center for new product parts order or changes management. It will be the internal escalation point for customers experiencing unusual and unique technical issues in areas of product installations, product features, and use of iRobot’s software/hardware.  



Essential Functions/ Job Duties

  • Respond directly to customer technical support needs escalated by the call centers in China when needed.
  • Determine, recreate and resolve escalated issues using existing guidelines and standardized tools or seeking additional help/guidance from the Product Organization as necessary.
  • Gather specific problem information and document problems from the symptoms provided, troubleshooting steps taken and whether the problem was resolved.
  • Proper utilization of CRM tools and systems.
  • Document all troubleshooting steps for escalations and update as necessary and submit to US team to update in Knowledge Base.
  • FAQ translation calibration.
  • Process defective product returns as necessary and as required by QA.
  • Manage the escalation flow to ensure follow-up with the customer until issue is resolved.
  • Ensure customer satisfaction through end-to-end management of each escalation by maintaining service status, periodic reports and analysis with reference to escalations.
  • Set-up and prepare monthly and periodic reports highlighting escalations issues and trends.
  • Support repair center for parts requirement especially for new product launch and parts change or phase-out.
  • Support resolve service relevant issues between distributers, service vendors and iRobot.
  • Demonstrate customer relations skills and maintain a positive company image during all to interactions.

Qualifications

  • Must have a passion for helping others, for making things right in a customer facing environment and thrive in troubleshooting and solving operational and technical inquiries.
  • The ideal candidate is a decisive, action oriented individual who takes ownership of open issues and who has the ability to interface successfully with key stockholders throughout the organization.
  • At least 2 years’ experience in Technical Support, including help desk and/or customer call center environment; previous experience in a hi-tech environment, ideally B2C.
  • Ability to troubleshoot problems, research and find answers to consumer questions.
  • Experienced in set-up, installation, Networks & PC Windows XP.
  • Will also have an affinity and passion for new technology, wireless digital consumer products, all things electronic.
  • Must be a team player who also works well independently.
  • Must have ability to assess and provide proactive advice or solutions.
  • The right candidate will thrive in a small company environment.
  • Must have excellent communication skills.

Basic requirement

  • Above college degree or equivalent required, degree in Computer Science, Engineering, IT or Network Administration desired or equivalent experience.
  • Must good in speaking and writing in English. CET 6 at least.

About Us

We are the leading global consumer robot company, designing and building robots that empower people to do more, both inside and outside of the home. Founded in 1990 by Massachusetts Institute of Technology roboticists who had the vision of making practical robots a reality. To date, we have sold over 20 million robots and globally employ more than 600 of the robot industry’s best and brightest. iRobot is committed to fostering invention, discovery and technological exploration in the pursuit of practical and valuable robot products for the home. iRobot stock trades on the NASDAQ stock market under the ticker symbol IRBT.

 

Our office is in the heart of Shanghai in the Xuhui District. iRobot is headquartered in Bedford, Massachusetts. We also have offices in California, the UK, Japan, Guangzhou & Hong Kong. Imagine the future you could help us build as a fellow iRoboteer! Check out #LifeAtiRobot and follow us on Instagram: @irobotcareers

 

 iRobot is an Equal Opportunity Employer

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