Technical Support - United States - Remote

Job Title: Technical Support

Location: Dallas, TX (Remote)

Type: Contract

Duration: 6-8 months

Pay Range: $28- $30 per hour on w2

Job ID#: 139297

Responsibilities:

*** Proficient in Mandarin as candidate need to communicate with team in China***

• Support the ASP (authorized service provider) located in USA, Mexico, and Canada: training, technical documents, quality and technical monitoring, updates and announcements
• Monitor the ASP to be able to meet the daily service maintenance and repair needs of the device of carrier & open market
• Support R&D team with part/device collection from repair centers; follow up on status and shipping process
• Ensure ASP conforms to carrier specs and guidelines
• Follow up on the field issues, work on resolutions, and collect logs
• Conduct periodic audits on ASP utilization of spare parts and OBA for device repair
• Identify areas of improvement in the repair process
• Investigate and work with the local team to resolve quality issues
• Create reports as needed regarding status, progress, analysis, and input, regularly output VOC (Voice Of Customer) reports
• Monitor and maintain KPI’s such as bounce rate, repair acceptance, TAT, and yield
• Participate in NPI activities including training and set up
• Establish and maintain an effective process between all parties which gives a prompt reaction and quick resolution on all technical inquiries
• Effectively communicate with counterparts in USA, China, and also external carrier contacts

Requirements:

• Bachelor’s degree or above
• More than 3 years of experience
• At least 3 years in consumer electronic industry, telecommunication preferred
• At least 30% onsite at the ASP location
• Able to work in warehouse and operations environment
• Experienced in diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
• Excellent analytical, interpersonal, and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner
• Ability to work in a fast-paced, self-directed, entrepreneurial environment.

About Us:

Founded in 2009, IntelliPro stands as a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. With a dynamic presence in the USA, China, Canada, Singapore, Philippines, UK, India, Netherlands, and Germany, we continue to lead the way in global talent solutions.

IntelliPro, a global leader in connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility