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Job Title:   Application Support Specialist

About This Position:

• Job Title: Application Support Specialist
• Division: Customer Support
• Location (City/State): Newark, CA
• Employment Type: Full Time

General Statement of Job:

iMobie Customer Support provides assistance and resolution to help customers when they have inquiries about our software functions, price and comprehensive troubleshooting, etc. At present, iMobie provides a variety of ways to help customers deal with issue, including email, ticket, live chat, forum and so on. Additional responsibilities include escalating priority system/software issues to the proper technical team, tracking issue and access level changes, and provide solution to customer when the development team give feedback.

Essential Job Functions:

• Have basic knowledge about iPhone, Mac, iTunes and iCloud and can provide useful tips or solution to customers;
• Have better understanding about iMobie software after completing training and can correctly introduce iMobie software or functions to customers;
• Provide both general and technical support via email, ticket, live chat, forum to customers;
• Able to effectively communicate with customers;
• Demonstrate strong troubleshooting and problem solving skills, emphasis on troubleshoot issues with proven technical ability
• Collect and report customer feedback to development team to help optimize software;
• Establish a good corporate impression and improve customers' satisfaction and loyalty.
• Able to work independently and within a team on daily tasks and projects;
• Perform other related duties as required;

Qualifications:

• College diploma or higher;
• Passion for customer service and ownership of the customer experience;
• Quick learner who possesses effective time management: the ability to multitask, prioritize, demonstrate excellent organizational skills, and attention to detail are a must;
• Effective oral and written communication is a must;
• Able to work in a fast paced help desk environment;
• Aptitude for acquiring skills in technical troubleshooting and eagerness to learn and take on new challenges;
• Experience in troubleshooting;
• Preferred experience in Excel, Word, PowerPoint or equivalent technical skill;
• Knowledge of Apple device, iTunes, iCloud and Mac computers preferred;
• Able to communicate in Chinese is preferred;

The above statements are intended to describe the general nature of this job. They should not be construed as an exhaustive list of all responsibilities, requirements, skills, and standards required to perform essential job functions.

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