Work-From-Home English/Mandarin Seasonal Technical Support Engineer (Tier 1)

Carrollton, Texas

The Company:

Datascan is a global leader in customized inventory management and count solutions.  Our client base is some of the world’s best-known retailers.  Our solutions provides improved customer operations and helps to reduce inventory management costs.  Due to current business trends, we are facing increased growth opportunities in North America, Europe and Asia.

 

Job Description:

This is a bi-lingual position that requires fluency in English and Mandarin, both written and verbal. Applicants will be tested on their level of proficiency.  This is a remote, work from home position.  This position is temporary/seasonal, with possible opportunities for future Full-Time positions.

The Technical Support Engineer provides consistent, world-class product support for Datascan products. In serving as the primary liaison between the company and customer, the Seasonal  Technical Support Engineer resolves challenges by supporting cutting-edge self-scanning inventory counting and auditing software across complex, multi-faceted customer deployments.

Our support engineers possess excellent knowledge of customer inventory scanning and auditing needs along with the drive to assist the client when needed. Impeccable communication skills (written and verbal) focused on sustaining market leading customer loyalty is a key requirement for this position.

The Technical Support Engineer provides support for Datascan’s entire product suite. Questions come from a wide variety of sources including clients who need help counting their first inventory with Datascan to clients who have been longtime customers utilizing all of the features of the Datascan product.

Key Responsibilities:

  • Direct client support via phone or email for a 24*7 call center.
  • Serves as the primary liaison between the customer and Datascan for technical and functional related issues
  • Analyze and clarify customer technical inquiries, both hardware and software.
  • Ensure customer feedback is properly channeled into Management and Research & Development Teams.
  • Maintaining in-depth knowledge of Datascan products and inventory self-scanning best-practices
  • Educate clients to assist with preventing future questions or difficulties.

Requirements:

  • Fluency in English and Mandarin, both written and verbal is a must. Agents will be expected to be able to take verbal calls and correspond in writing in both Mandarin and English with clients.
  • The willingness to continue learning and improving upon current knowledge
  • A Team Player!  We are a fun team to work with.
  • Ability to maintain a calm demeanor with a laser focus on customer service.
  • Strong typing abilities and ability to easily navigate software.
  • Keen decision-making abilities, displaying your ability to take initiative when problems arise
  • Proven problem solving/analysis abilities
  • Ability to thrive in a fast-paced working environment and multi-task
  • Excellent and reliable attendance record is a must!
  • This position spends up to 100% of paid time on the phone while seated in one location.
  • Prior call center experience in a technical environment or Help-Desk experience is a plus. But if you have excellent customer service skills with a hunger to learn, please apply.
  • High School Diploma/GED Required
  • The flexibility to work weekends, overnight, holidays, and overtime is an absolute must. Primary hours may be overnight, but must be available for any shift.
  • All offers of employment with DATASCAN require individuals to successfully pass a pre-employment background check and drug test.
  • Must be legally authorized to work in the United States. No sponsorships.

Additional Information:

We are proud to be an equal opportunity employer,  M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

 

Pay Range: Starts at $15.00+ per hour based on experience and general technical skills

 

Some seasonal employees may be offered Full-Time positions based on performance and business needs.

This is a remote position. Applicants must have reliable internet.

Customer Success Manager

Carrollton, Texas

The Company:

Datascan is a global leader in customized inventory management and count solutions.  Our client base is some of the world’s best-known retailers.  Our solutions provides improved customer operations and helps to reduce inventory management costs.  Due to current business trends, we are facing increased growth opportunities in North America, Europe and Asia.

 

Job Description:

This customer-facing role is responsible for the management and delivery of Datascan’s solutions to its clients.  This includes liaising directly with client contacts, ensuring client needs are being met within our organization, and working with clients to identify target dates and tasks necessary for executing a successful inventory.  This role requires cross-functional collaboration with multiple Departments at Datascan.  The Customer Success Manager is responsible for renewing client contracts, growing accounts, and advising clients on industry standards and best practices.  A high level of customer service skills is required.  Travel will be necessary for client consultations, contract renewal discussions, and planning meetings.

 

Key Responsibilities:

  • Maintain Client Accounts as assigned
  • Serve as a liaison between clients and Datascan
  • Gather and organize tasks, target dates, and equipment orders for client inventories
  • Consult clients on industry standards and best practices
  • Develop pricing and SLA stipulations included in client contract renewals
  • Identify and pursue opportunities for account growth
  • Be available and/or at the Datascan office during large inventory counts for client support (counts typically occur overnight and/or on weekends)
  • Conduct pre-inventory planning meetings and post-inventory summary meetings with clients
  • Consult with Solutions Analysts and Account Executive team on best practices / industry standards
  • Collaborate with Inside Sales Team to identify revenue expansion opportunities within assigned accounts
  • Gather details for client change requests and coordinate with Solutions Analyst to formalize / submit specifications to IT

 

Skills, Qualifications and Characteristics:

  • Bachelor’s degree or equivalent (Business Administration, Accounting, or IT)
  • 3+ yrs in a Project Management and/or Customer Engagement role; preferably in a technology-related field
  • Proficient in Microsoft Excel, Word, and Power Point
  • Experience with Salesforce, JIRA, and Wiki preferredExperience with a SaaS model and/or B2B environment preferred
  • Experience with retail inventory management / physical inventory processes is beneficial
  • Relationship Selling
  • High Organizational Aptitude
  • Project Management Skills
  • Highly attentive to details
  • Client Requirements Analysis
  • Promotion of Process Improvement
  • Ability to handle peak periods with clarity and professionalism
  • Team player; able to communicate well across multiple groups / Departments

Additional Information:

Datascan offers competitive salaries and benefits including comprehensive medical, vision, and dental insurance, life, 401(k) with generous company match, and paid time off.

Datascan is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic or status.

We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks .Must be legally authorized to work in the United States. No sponsorships.

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