Technical Support is the first point of contact for customers, both in-person at the mall and via online channels (Facebook, Shopee, Lazada, TikTok). This role assists customers with troubleshooting, usage concerns, and warranty processes while ensuring accurate documentation and smooth communication with internal technical teams. The position requires multitasking in a fast-paced retail environment, excellent communication skills, and adaptability.

Key Responsibilities:

• Provide front-line support to customers visiting the store and reaching out online.
• Troubleshoot basic technical issues and usage concerns with 3D printers and related products.
• Coordinate with R&D or 3D Printer Specialists for advanced diagnostics.
• Assist customers with warranty claims, including preparing documents and liaising with suppliers.
• Monitor customer concerns to identify recurring product or technical issues.
• Maintain detailed logs of customer interactions, resolutions, and follow-ups.
• Communicate effectively with internal teams to ensure smooth resolution of technical issues.
• Provide timely updates to customers regarding issue status and resolution.
• Support creation and maintenance of support documentation, FAQs, and guides for customers and internal staff.

Skills & Qualifications:

• Bachelor’s degree in Electronics, Mechanical, or a related field preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Experience in customer support or technical troubleshooting preferred.
• Familiarity with online sales platforms (Facebook, Shopee, Lazada, TikTok) is a plus.
• Basic understanding of 3D printers or technical hardware is an advantage.
• Proficiency in Microsoft Office Suite and Google Workspace.
• Ability to document issues clearly and maintain organized records.
• Patience, adaptability, and a customer-focused mindset.