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Product Support Manager

2 months ago

Anaheim, California, United States Blackhornvc Full time
{"title": "Product Support Manager", "content": "Job Summary

Blackhornvc is seeking a highly skilled Product Support Manager to oversee the technical support team and ensure high-quality customer support. The successful candidate will have a strong background in customer or technical support roles and experience in a leadership position.

Key Responsibilities
  • Lead and manage a team of technical support specialists responsible for providing assistance to customers experiencing issues with laser systems.
  • Serve as the escalation point for complex technical issues that cannot be resolved by front-line technical support staff.
  • Assist technical support staff in diagnosing and troubleshooting technical issues reported by customers.
  • Maintain regular communication with customers to provide updates on the status of escalated cases.
  • Develop and maintain technical documentation to assist customers and technical support staff in resolving common technical issues efficiently.
Requirements
  • Bachelor's degree in engineering, Computer Science, or related field.
  • 5+ years of experience in customer or technical support roles in a product-based company, with at least 2 years in a leadership position.
  • Mandarin Chinese language requirement is a must.
  • Strong troubleshooting skills and the ability to diagnose and resolve complex product-based technical issues in a timely and effective manner.
  • Excellent communication and interpersonal skills, with the ability to convey product technical information clearly and concisely to both technical and non-technical audiences.
", "lang_code": "en-US"}