1.Provide professional, patient, and efficient remote technical support (via phone, email, online chat, etc.) to overseas end-users, clinical medical staff, and local service partners. Accurately diagnose and resolve issues related to product usage, data interpretation, app connectivity, and more.
2.Continuously update and improve the global service knowledge base and FAQ, transforming typical user cases into shareable service resources to enhance overall team efficiency.
3.Systematically collect, document, and analyze user feedback to identify potential trending product quality issues, providing key input for continuous improvement by Product, R&D, and Quality departments.
4.Understand and respect cultural differences, utilizing professional communication skills and excellent service experiences to improve user satisfaction and brand loyalty.
5.Train internal and channel partner customer service teams, and act as a user service representative to collaborate closely with Sales, Marketing, R&D, and other departments.
1.Bachelor's degree or above in Biomedical Engineering, Electronic Information, Nutrition, Medicine, or related fields. Experience servicing CGM, blood glucose meters, insulin pumps, or other diabetes/home healthcare management devices is preferred.
2.Fluent in English (reading, writing, speaking, listening) with familiarity of relevant professional terminology. Proficiency in additional foreign languages (e.g., Spanish, Arabic) is a plus.
3.For Senior Engineer: 3+ years of customer technical support experience in the medical device, consumer electronics, or health tech industry, with experience in team guidance or handling complex cases.
4.For Engineer: 1+ years of relevant customer or technical support experience. Outstanding fresh graduates may also be considered.
5.Excellent communication skills and strong empathy, capable of patiently addressing user anxieties.
6.Strong problem-analysis skills and logical thinking, with the ability to quickly learn and master complex product knowledge.
Additional Information
Language Requirements: English, Mandarin
Industry Preference: Medical Devices, Healthcare Institutions
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