Level II Technical Support Engineer

Level II Technical Support Engineer

Position Summary:

Customer Advocacy:
As a member of the team, individuals have the ability to directly impact product development and TCL brand perception. Members also have empowerment to develop tools, processes, and support strategies to better support TCL customers. Our role gives us the opportunity to explore, develop knowledge of, and influence the implementation of cutting edge TCL technologies.

Duties may include but are not limited to:

The Fast Growing US Customer Advocacy group seeks a Level 2 Technical Support Engineer with leadership skills to assist with solving customer issues and enabling customers to get the most value from their products. This includes working with customers directly to solve Level 1 and 2 issues, collaborating with service partners and documenting solutions for overall consumption. The position will require the use of broad base knowledge of consumer electronics across various multimedia layers to improve our customer experience. Key areas of responsibilities include, but are not limited to:

● Solve level 1 & 2 support contacts with highest levels of customer satisfaction
● Serve as escalation point for disgruntled customers
● Coordination with Engineering, Quality and Product teams
● Review and analyze data from multiple sources and draft recommendations
● Advanced Troubleshooting through: Phone, e-mail, Chat, Community & Social Media
● Creation of troubleshooting flows for increased resolution and customer satisfaction
● Develop KB articles leveraging data across multiple mediums
● Train support centers on technology and solutions
● Serve as subject matter expert for two or more of TCL product categories
● Present updates regarding the service including service roadmap, support challenges and integrations
● Travel approx. 20% to domestic and overseas (Philippines) support location(s)
● Shift flexibility to operate with customer demand

Qualifications, Knowledge, Skills and Experience:

● College degree or equivalent work experience in an IT or Technology related area
● 2 years Multimedia Troubleshooting Experience, preferably with Televisions, Appliance and/or soundbars
● Excellent Communication Skills – Oral and written
● Competency with all MS Office applications
● Team Player
● Passion for service
● Desire to help others
● Ability to wear multiple hats
● Spanish a plus