eDriving is on a mission is to help drivers return home safely to their loved ones at the end of each day. Join our San Jose Engineering team in supporting Mentor by eDriving, our patented ?closed-loop? driver behavior-based safety program. Our solution uses smartphone-based telematics to identify risky driving behavior (e.g., phone use, speeding) and predict future risk levels. It provides behavior-based training modules directly to the driver, as well as continual engagement for drivers and managers to guide safer behaviors and help safety become part of every day.
As our Technical Support Specialist, you will be the main point person to bridge the gap between our Engineers and Customer Success Teams. You will be technical enough to handle SQL queries and advanced-level Excel, and eloquent enough to update written client documentation. If you can do all of this support our customers in Chinese (Mandarin), even better!
How you?ll make an impact:
+ Analyze and troubleshoot escalation issues from Tier 1 and escalate unresolved issues in a timely fashion.
+ Access databases and run Excel SQL queries to deliver data to clients.
+ Build relationships with remote CSM team; responding timely to tier 1 support queries, providing troubleshooting assistance, and equipping with a better understanding of the product.
+ Troubleshoot basic requests, escalate to Engineering as appropriate.
+ Coordinate engineering investigations to bring quicker issue resolution to support incidents.
+ Create FAQ?s and ?How to? documentation.
+ Oversee the knowledge base, recognizing needs for updates and new content.
What you bring to the table:
+ Tech-saavy, with experience supporting technical products (mobile, Saas).
+ Strong familiarity with iOS and Android operating systems; comprehensive understanding of how mobile applications function.
+ Data analysis skills ? need advanced level on Excel.
+ Excellent, professional communication skills (both written and verbal).
+ Familiarity with support tools like Jira, Zendesk is a plus.
+ Experience working with remote teams a plus.
+ Fluency in Mandarin to provide support to customers in Chine highly desired.