Sunnyvale 招一个Tech Customer Support

AilyXia

Job title: Technical Support
Job Type: Full time (Onsite Work)
Location: Sunnyvale, CA, 94086

Please send your resume to hr@ihealthlabs.com

Join us to reshape the future of chronic disease management! We have our own brand Covid self-test product! iHealth Labs introduced the first smartphone-connected blood pressure monitor in the world. Since then, iHealth Labs has become a global leader in digital health
technology, offering a line of award-winning mobile health devices and comprehensive chronic disease management solutions. Our mission is to help and empower people to manage their
chronic conditions in all aspects of their daily life.

We’re seeking a passionate technical customer service representative to join our team. A technical customer service representative will act as a liaison, provide product/services information and resolve any emerging problems that our customers and colleagues might face with accuracy and efficiency; Fulfill devices and supplies orders in a timely manner.

Job Description:

● Provide support to Unified Care team, communicate clearly and effectively to help resolve urgent/non-urgent tech issues for the care team and patients, and ensure customer satisfaction.
● Coordinate between warehouse and care team, manage device inventory with detailed records.
● Process and prepare devices, including receiving orders, shipping out orders to patients and clinics, processing returned devices.
● Perform quality control on device/supply orders, collaborate with the care team to fulfill order shipment accurately and timely.
● Follow, maintain and upgrade inventory procedures to improve efficiency and customer satisfaction while reducing costs.
● Develop training manuals and troubleshooting procedures to help both support
personnel and care team interact properly with hardware and software.
● Install and maintain hardware, software, and other equipment to meet client
requirements, routinely observe operational performance, and install security patches
and updates when necessary.
● Maintain detailed records of installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
● Increase personal technical knowledge by reading trade publications, operating
manuals, and diagnostics information, and attending conferences or seminars when
possible.


Job Skills & Qualifications
Required:

● College or above diploma and willingness to learn through on-the-job training
● Strong communication skills and ability to remain calm and professional in all
circumstances
● Quickly identify problems, form solutions, and execute step-by-step troubleshooting
procedures
● Working knowledge of PC and Mac operating systems and Microsoft Office Applications

Skills:
● Strong phone contact handling skills and active listening ·
● Customer orientation and ability to adapt/respond to different types of characters ·
● Excellent communication and presentation skills ·
● Strong data entry, content management skills.
● Ability to multitask, prioritize, and manage time effectively
● Bilingual in Chinese OR Mandarin speaking is preferred.