Job Description
We are seeking a dedicated Product Support Specialist to join our team in Beijing, China. As a Product Support Specialist, you will play a crucial role in ensuring customer satisfaction by providing expert technical assistance and resolving Sandisk Flash product-related issues efficiently with focus on the China market.

Serve as the primary point of contact for customers seeking technical support for our products and apps
Diagnose and resolve complex technical issues through various channels, including phone, email, and chat
Collaborate with cross-functional teams to escalate and resolve critical customer issues
Maintain accurate and detailed documentation of customer interactions and problem resolutions
Contribute to the development and maintenance of knowledge base articles, FAQs and marketing communication assets
Identify and report recurring product issues to the development team
Participate in product testing and provide feedback for improvements
Stay up-to-date with product updates, features, and industry trends
Assist in creating and updating product documentation and user guides
Conduct product demonstrations and training sessions for customers/alliance partners when needed

Qualifications

2-3 years of experience in product support or related customer service role
Strong problem-solving skills and ability to troubleshoot technical issues
Excellent verbal and written communication skills
Customer-focused mindset with a passion for delivering exceptional support
Technical aptitude and ability to quickly learn new technologies
Experience in creating and maintaining product documentation
Ability to work independently and collaboratively in a fast-paced environment
Strong attention to detail and analytical skills
Familiarity with software products and technologies
Knowledge of industry trends and best practices in customer support
Technical certifications relevant to the product (preferred)
Fluency in Mandarin Chinese; proficiency in English is a plus