Technical Support Representative (Support China)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

We are seeking a Technical Support Representative to handle customer technical issues, manage data records, and create knowledge articles. This hybrid role requires a Bachelor's degree in Engineering or Computer Science, 1+ year of experience, and proficiency in English and Mandarin.

Responsibilities

Creates and routes technical issues for all customers
Handle inbound technical support requests (Phone, Email, Web)
Validates customer entitlements and approves exceptions for unentitled customers
Dispatch out-of-TSR scope technical issues to the appropriate support group
Create and manage customer data records within our applications to ensure proper data integrity
Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues
Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction
Captures and documents knowledge to enable self-service resolution
Learns and adopt Knowledge-Centered Service (KCS) methodology
Enables customers to self-serve by creating and editing Knowledge based articles

Requirements

Bachelor’s degree in Engineering or Computer science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science
1+ year of experience working in a Technical Support position. Fresh graduates are encouraged to apply
Experience in owning and advocating for customer issues or needs and prioritizing multiple tasks
Proficiency in spoken and written English and Mandarin is a must

Desired Qualifications

Communication – Conveying information and ideas clearly and concisely to individuals
Problem Solver – Responds quickly to resolve customer problems; integrates information from disparate sources to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken
Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation
Understanding of essential networking principles and equipment
Basic knowledge of programming languages
Strong understanding of technical elements required to solve low-complexity issues
Basic understanding of core products to solve mid-complexity issues with the help of others
Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements
Collaborative – Team oriented with the ability to effectively collaborate with peers
Leverages others’ skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans
Customer Focus – Uses understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction
Hybrid work mode

Benefits

Competitive benefits plans
Variety of medical insurance plans
Employee Assistance Program
Employee resource groups
Recognition
Flexible time off plans
Paid parental leave (maternal and paternal)
Vacation and holiday leave

Skills

EnglishMandarin

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About Emerson

Emerson is a leading global technology, software, and engineering company providing innovative solutions for customers in industrial and commercial markets. We help customers in the world’s most essential industries solve the biggest challenges of modern life. Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation. Across the globe, we are united by a singular Purpose: We drive innovation that makes the world…

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