In this role you will:

📍Diagnose and resolve technical issues reported by Orb operators and business partners, ensuring resolutions are achieved in a timely manner. 📍Perform hands-on repairs, conduct device upgrades, and manage refurbishment processes. 📍Act as a liaison between customers and the Orb Hardware and Software team, communicating technical issues and facilitating solutions. 📍Document bugs, gaps, and user feedback clearly and concisely for the engineering team to address. 📍Proactively manage customer expectations by obtaining and communicating timing estimates for issue resolution. 📍Create and maintain a knowledge base to empower customers to resolve issues independently. 📍Collaborate with the product team to recommend product enhancements based on customer feedback and technical issues encountered, aiming to continuously improve the user experience.

About You:

📍Preferred Area of Expertise: We are particularly interested in candidates who have a foundation in repair work, and resolving hardware issues. We value candidates with 1-3 years of experience, as well as recent graduates who are eager to learn and demonstrate capability in repair work and troubleshooting. Your ability to quickly grasp new technologies and apply problem-solving skills in a hands-on technical environment will be crucial. 📍Multilingual abilities are essential; fluency in English, with Korean or Japanese proficiency highly desirable, enabling superior support across our diverse customer base. 📍You’re interpersonal. You know that no two people are the same and can mediate and resolve conflicts. 📍You have strong cross-cultural competency. You can communicate and do business across different cultures and countries and have experience working in cross-cultural environments. 📍Exceptional communication skills, capable of effectively interacting with customers and technical teams alike. 📍You’re innovative. You love coming up with solutions to unconventional problems in a fast-paced and agile way. 📍You possess the ability to quickly learn new products, processes, and systems, adapting to changing technologies with ease. 📍Demonstrated ability to troubleshoot and resolve complex technical issues efficiently. 📍A proven track record of working with customers, with a focus on delivering high-quality support. 📍Previous experience with IoT devices is highly desirable. 📍You conduct yourself professionally, operating with empathy and urgency, and you have a keen attention to detail. 📍Ability to travel across our APAC locations.