[Hiring] Technical Support Representative @HIKINEX

Role Description

We are looking for a detail-oriented and customer-focused Technical Support Representative who can confidently troubleshoot product-related issues and guide customers through solutions step-by-step. This role sits at the intersection of customer experience and technical knowledge — requiring both empathy and strong diagnostic thinking. You will support customers via chat, email, and occasional outbound calls, ensuring issues are resolved efficiently while maintaining a premium brand experience.

Key Responsibilities

• Technical Support & Troubleshooting
  • Respond to customer inquiries related to product setup, usage, and maintenance
  • Diagnose and resolve both common and complex technical issues
  • Guide customers through step-by-step solutions in a clear and easy-to-follow manner
  • Provide proactive recommendations to prevent recurring issues
• Customer Communication
  • Handle support requests via chat and email with speed and accuracy
  • Perform outbound calls when requested or required to resolve issues
  • Deliver a high-quality, empathetic customer experience in every interaction
  • Translate technical information into simple, customer-friendly language
• Warranty & Replacement Management
  • Assess warranty eligibility based on company guidelines
  • Assist customers in submitting and completing warranty claims
  • Create and process replacement orders in Shopify and fulfillment systems
  • Ensure smooth resolution from issue identification to replacement delivery
• Documentation & Feedback
  • Accurately document customer cases and resolutions
  • Contribute to internal knowledge base improvements
  • Identify recurring product issues and share feedback with internal teams
  • Help improve support workflows and processes over time

Qualifications

• Experience in technical support, customer service, or a related role
• Strong troubleshooting and problem-solving skills with attention to detail
• Excellent written and verbal communication skills
• Customer-first mindset with the ability to handle challenging situations professionally
• Ability to explain technical concepts in a clear and simple way
• Comfortable working with support tools such as:
  • Gorgias (or similar helpdesk platforms)
  • Shopify (or similar e-commerce systems)

What Makes You Exceptional

• You enjoy solving problems and figuring out “why” something isn't working
• You can stay calm and structured when handling complex or unclear issues
• You communicate clearly without overwhelming the customer
• You take ownership of cases from start to finish
• You notice patterns and proactively suggest improvements
• You care deeply about delivering a premium customer experience

Why This Role Matters

Customer experience is a core pillar of our company's brand. Every interaction is an opportunity to build trust, reinforce quality, and turn customers into long-term advocates. This role plays a critical part in ensuring our customers not only receive support — but feel confident, cared for, and satisfied with their experience. You will be on the front lines of that experience.