Handle general customer inquiries about Agora’s product.
Troubleshoot customer issues through effective diagnosis.
Support the developers through Agora Ticket System and Agora Developer Community on Slack and Stack Overflow.
Handle escalations to Tier 2 and Tier 3 Customer Success teams.
Manage tickets and meet the support SLA.
Act as a consultant for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Agora.
Work closely with solution architect, product and engineering teams to find ways to improve the customer experience and our product.
Qualifications
Required Skills, Experience and Competencies:
1-3 years of experience in a support engineer, software engineer or so.
Mandarin is a must. Great English writing and reading skills.