Technical Support Coordinator

5 days ago

New Taipei, Taiwan RS Group Full time NT$420,000 - NT$840,000 per year

Role Purpose

The role is responsible for providing product application solution, offering professional product technical support to customer and conveying RS value propositions. In the meantime, proactively support sales teams to secure the business. The role focuses on ensuring a positive end-to-end customer experience to establish high engagement and satisfaction.

What you will be doing in this role

  • Provide technical support to customers by answering technical questions, providing product knowledge, and suggesting alternative products, etc.
  • Quickly understand customers' application and able to identify sales opportunity to promote RS products.
  • Contribute to sales targets by working closely with sales and performing high level of value-added activities set out by the business.
  • Work with sales team to conduct the BOM conversion from customer side.
  • Conduct product / application training to sales force.
  • Providing effortless customer experience by proactively recommending changes to RS product information, alternatives and solutions.
  • Technical advisor and subject matter experts for customers on product enquiries, technical troubleshooting.
  • Deliver exceptional customer service via all channels (phone and emails) with the goal of ensuring that customer's products or technical enquiry are met while maintaining service level agreements in a professional and courteous manner.
  • Other tasks assigned by line manager or the company.

How you make a difference in this role

You will provide seamless technical support and expert product knowledge to customers, ensuring a positive end-to-end experience that drives customer satisfaction and engagement. Your proactive approach in identifying sales opportunities and supporting both pre-sales and post-sales activities contributes significantly to achieving company targets and fostering long-term customer relationships.

What experience we expect from you

Essential Skills & Experience

  • Minimum 3 years of experience in industrial or electronic components products as an engineer or technical support.
  • Experience with MRO product such as Tools, Test & Measurement Equipment and Automation Controls. Strong knowledge of electricity.
  • Ability to work independently, under pressure and multitask.
  • Ability to communicate effectively with customers to meet their requirements and deepen engagement.
  • Attention to detail with a passion for investigating and resolving problems.
  • Ability to prioritize and balance workload while maintaining professionalism.
  • Excellent selling, negotiation, and interpersonal skills.
  • Strong passion for telesales with a results-driven mindset, preferably with a proven track record.
  • Comfortable handling escalations directly with customers.
  • Fast learner and strong team player.
  • Ability to create an empowered and engaged culture and apply successful techniques to nurture talent.
  • Familiar with SAP and Microsoft Office.

Desirable Skills & Experience

  • Work in a complex and dynamic environment.
  • Knowledge of e-commerce business.

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