Technical Support Specialist

• Provide technical support and products information for end user, dealer and reseller.
• Provide customer service and resolve ongoing issue in a timely manner.
• Troubleshooting and assistant on resolving system problem via the phone system.Provide technical support and answering product information via emails.
• Update and maintain Twinhead's support page. Including upload new drivers and modify FAQ.
• Updates CSD database make sure all RMA and service information are available for our customer.
• Perform testing and evaluations on our unit ensure all systems are 100% operational before going out for evaluation by 3rd party company.
• Perform tests and evaluations on hardware components and accessories; make sure they are fully compatible with our computer system.
• Writing reports for all tested components and system.
• Data entries for all tested items and reorganize all information and data in the network drive.
• Contact customer regarding NTF and damaged system for additional information for our RMA department.
• Issuing call tag for customer whom recently purchased our laptop.
• Research and test newest technology.Communicate and gain support with the manufacturer
• Follow and issue RMA tickets
• Work as needed to fulfill casload requirements which may include 24x7 on-call duties

• Able to follow instructions to execute tasks/projects assigned by management
• Laptop hardware, software, driver and BIOS knowledge are required
• Experience in repairing laptop including components replacements and BIOS updates
• Able to handle heavy calls in a fast-paced working environment
• Sense of ownership in handling various task/projects assigned
• On-time and accurate with all good work ethics
• Flexibility in getting the job done in terms of working hour and fulfilling commitments.
• Strong verbal and written communication skulls are required
• Experience with embedded wireless networking (LTE network) is a plus
• Periodic domestic travel will be required, less th

40HRS