Online Technical Expert

1w1 week ago

Xiaomi

Nanjing, CN · Full-time · CNY 250,000 – CNY 400,000

About this role

The Online Technical Expert resolves multi-party online technical service needs through voice outbound calls and IM software, including technical cases from customer service teams and service centers. This role leverages vehicle intelligent attributes for remote problem-solving to reduce unnecessary on-site visits and save customer time. Accurate data entry ensures reliable system records for diagnostics and repairs.

Daily tasks include providing timely feedback on diagnosis progress and results to guide customer service and workshop repairs, optimizing service efficiency with clear direction and solutions. Regularly summarize and analyze common technical issues, their proportions, and solutions to assist in unifying operational standards. Participate in training sessions and knowledge sharing to enhance team capabilities.

Work closely with technology and remote diagnosis expert teams in a collaborative environment. Master the latest product information and repair schemes, with a focus on software system upgrades. Strong emphasis on team collaboration supports efficient service delivery across departments.

This position offers opportunities to contribute to service optimization through detailed analysis and standardized processes. Stay at the forefront of automotive diagnostics by interfacing with expert teams. Develop expertise in remote tools and vehicle systems for ongoing professional growth.

Requirements

Computer software or automotive technology related major, or holding automotive mechanical related certification preferred
5+ years automotive industry repair work experience, vendor training certified expert or OEM training experience preferred
Master automotive maintenance and repair methods, techniques, parts, tools, materials knowledge and skills, including testing and repair of oil pressure, brake systems, electrical systems modules
Familiar with remote diagnosis principles and proficient in using diagnostic tools
Strong team collaboration with excellent communication and learning abilities
Clear logic and attention to detail, especially in system operations and data information accuracy

Responsibilities

Resolve multi-party online technical service needs through voice outbound calls and IM software, including technical cases from customer service teams and service centers
Utilize vehicle's intelligent attributes to solve customer problems remotely, reducing unnecessary on-site visits and saving customer time
Ensure vehicle diagnosis results and repair data are correctly entered into the system
Provide timely feedback on diagnosis progress and results to customer service and workshop repairs, offering direction and solution guidance to optimize service efficiency
Regularly summarize and analyze common technical problem types, proportions, and solutions; assist in unifying operational standards and participate in training and sharing
Closely interface with technology and remote diagnosis expert teams to master latest product information, repair solutions, especially software system upgrades