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Support Engineer

Kowloon, Hong Kong · Full-time

About The Position

Support Engineer

Reports to: Customer Support Manager

Location: Hong Kong


Nice to meet you - we are Kornit Digital!

A leading-edge global company that develops, manufactures and markets state-of-the-art printing solutions for the textile, garment & apparel decorating industries.

Click to learn more > www.kornit.com

 

What you’ll do?

  • Provide remote and on-site support in technical matter to customers and partners
  • Deliver first-response Level-1 support for application matters, and corresponding with Application Department to customers
  • Responsible to share all essential information including all tests and troubleshooting results for further Level-2 support from Application Department
  • Provide hardware oriented and operation training to customers and partners
  • Ensure customer satisfaction and resolve customers’ complaint to the service they are getting. Demonstrates commitment to the customer.
  • Update latest case documentation into Salesforce
  • Follow up open call status to insure best handling
  • Corresponding between KDAP Customer Success to partners and customers
  • Follow up escalations to Specialist in KDAP
  • Installation process from assigned by Customer Support Manager to completion of COI and IFR documentations


Requirements

  • University/High Diploma graduates in Engineering
  • A minimum of 2 years of recent successful experience in a service position with a manufacturer or distributor of machinery, equipment and consumables for the printing market (Signage, Textile, etc')
  • Superior customer service skills. Experience in troubleshooting in a technical environment
  • Good communication skills. Fluent in English and Mandarin
  • Good computer skills. Hands-on capabilities with MS Office programs including Word, Power Point, Excel and Outlook 
  • Experience working very independently in a fast moving, entrepreneurial organization with minimal support staff
  • Background working in a multi-national company or environment
  • Willingness to travel in Asia Pacific and internationally as needed. (Estimated above 50%)


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