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About the Role
Overview
Responsibilities
- 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.
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