xTool | Technical Support Specialist | mountain view, ca
3 weeks ago
Company Overview
xTool is a leader in laser engraving and cutting technology, celebrated for its innovative products for small businesses and creative enthusiasts. With users in 62+ countries, we’ve enabled the creation of more than 30 million projects globally. Founded on a passion for innovation, xTool is driven by a mission to simplify the creative journey. xTool platform empowers everyone—from home crafters to small business owners—by combining cutting-edge technology with user-friendly design. At xTool, creativity knows no limits. With relentless innovation, we’re committed to bringing the joy of creation to more people. Create. Innovate. Inspire.
Position Summary
We are looking for a proactive Technical Support Specialist to join our team in the Mountain View office. This role is integral to our commitment to providing outstanding technical support and ensuring the satisfaction of our customers. You will be handling technical queries and providing solutions that are critical to customer success.
Job Responsibilities:
- Provide technical troubleshooting support and remote maintenance assistance for customer inquiries through phone, video, online communication, and service tickets.
- Manage customer complaints and critical incidents effectively to ensure prompt resolution.
- Document and compile solutions for common product and technical challenges.
- Proactively identify quality risks and service issues during customer interactions, driving feedback and follow-up to ensure resolution.
- Compile product insights, create training documentation, and periodically generate analytical reports to enhance product and service quality.
- Collaborate with third-party vendors across various regions to ensure the delivery of exceptional warranty services through telephonic support and on-site assistance. Provide technical oversight, assess service quality, and generate reports on performance and effectiveness.
- Provide technical support to the sales and marketing teams for local events and in-store programs by offering professional service expertise. Ensure seamless technical assistance and best-in-class support to cross-functional teams.
- Perform additional service-related tasks as assigned by the supervisor.
The Ideal Candidate
- A bachelor's degree or higher, preferably in science or engineering fields.
- At least 1-3 years of experience in technical support, hardware repair, or similar roles, or a strong aptitude for rapid learning and problem-solving in technical environments.
- Strong logical thinking skills, able to effectively trace root causes of issues.
- Proactively seeks solutions and excels at using communication and collaboration to drive issue resolution.
- Strong service-oriented mindset with a keen awareness of risk management; able to identify service and quality risks effectively.
- Highly disciplined with strong execution abilities, quick learning capabilities, and skills in summarizing and synthesizing information.
- Ability to work cross-functionally with multiple teams and stakeholders in a fast-paced environment.
Why Join Us
- A dynamic work environment with innovative teams passionate about innovation and education.
- Your contributions at xTool will reach a global audience, impacting millions of projects. Joining xTool means being part of a community that is dedicated to empowering creativity and shaping the future of education and creation. Your work here will not just redefine creativity and education worldwide—it will also create a lasting impact on communities worldwide.
- We are excited to review your application and welcome you to our innovative team at xTool, where you can be part of making a significant impact in the fields of education and technology. Leveraging your skills in a creative, dynamic environment.
Work Location: Mountain View, CA
On-Site Requirement: Full-time presence during business hours
Benefits:
- 401K, Medical insurance
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