Customer Support Specialist

We are seeking a detail-oriented and customer-focused Customer Support Specialist to join our team. The role involves assisting customers with inquiries, resolving issues, and ensuring a positive experience with our products and services.

• Provide night shift online and phone-based technical support focusing on xTool's laser cutting and engraving products to customers from the US and Europe.
• Answer customer inquiries, log issues accurately, and provide timely solutions.
• Follow up on customer feedback to ensure issues are fully resolved.
• Maintain good relationships with customers to enhance customer satisfaction.
• Gather and share customer feedback to improve products and processes.
• Contribute to the achievement of team service level goals and KPIs.
• Bachelor's degree or higher in Science or Engineering fields.
• Fluent spoken and written English with good communication skills.
• Technical background preferred (e.g., computing, IT support, or related fields).
• Strong customer service orientation and problem-solving skills.
• Willingness to work night shifts and a strong team player.
• At least 1–2 years of experience in customer service or support.
• Strong communication and active listening skills.
• Problem-solving mindset with a customer-first attitude.