Technical Support Supervisor

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Supervise daily operations of the mobile phone technical support team (call center, walk-in support, or remote).

Manage incoming technical queries related to smartphones, mobile operating systems (Android), hardware faults, software bugs, and warranty claims.

Oversee ticketing systems to ensure all issues are logged, tracked, and resolved within SLA timelines.

Handle escalated technical issues and collaborate with R&D or OEMs for unresolved product-level faults.

Ensure accurate diagnosis and repair recommendations for hardware and software issues.

Train and mentor support agents and technicians on mobile device troubleshooting, repair policies, and customer handling.

Monitor team performance and KPIs (e.g., resolution time, FCR First Call Resolution, customer satisfaction).

Keep updated with new mobile phone models, OS updates, and common issues.

Create knowledge base content and SOPs for frequent mobile-related issues.

Ensure compliance with company policies, warranty processes, and data privacy regulations.

br>1. Major in computer, network, software engineering, communication, electronics;
2. More than 5 years of experience in mobile phone technical support, testing or development;
3. Familiar with Android framework, have a certain understanding of each module of the mobile phone or have in-depth research on a certain module