Tech/Customer Support Specialist

Job Summary

We are seeking a Tech/Customer Support Specialist to join our team. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure.

Responsibilities

• Receive a high volume of inbound calls and emails
• Respond to customer inquiries via email, live chat, and phone
• Identify the reason for the customer’s call, collect relevant information, and provide solutions
• Refer to premade scripts for a variety of customer service topics
• Use best practices in customer service techniques to develop rapport and build relationships with customers
• Document all customer interactions
• Maintain personal and team quotas
• Attend trainings to maintain up-to-date skills and knowledge
• Aid in proofreading and reviewing written content, such as website pages, manuals, and other documents
• Provide technical support for XP-Pen, UGEE, and Xencelabs products

Qualifications

• A high school diploma/GED
• Previous experience as a Customer Service Representative or in a similar role is preferred
• Comfortable using computers and customer management software
• Excellent phone and verbal communication skills
• Understanding of active listening techniques
• Ability to work well under pressure
• Highly organized with the ability to prioritize projects and manage time effectively

Preferred Qualification

• Candidates who live near the company are preferred
• The ability to communicate in additional languages (besides English) is a strong advantage
• Experience with a drawing tablet is a plus

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities
• Limited Medicare Insurance

About XP Pen

Founded in 2005, XPPen is a leading global brand in digital art innovation under Hanvon UGEE. XPPen focuses on the needs of consumers by integrating digital art products, content, and services, specifically targeting Gen-Z digital artists. XPPen currently operates in 163 countries and regions worldwide, boasting a fan base of over 1.5 million and serving more than ten million digital art creators.