南港知名外商品牌廠:Software Product Experience Support Specialist

【Client Description】

Tier1 知名外商品牌廠，以個人運算、列印科技及數位工作解決方案為核心的全球科技公司。其市場定位正從傳統硬體製造商，逐步轉型為整合 AI 裝置、軟體、安全管理與服務的工作科技夥伴。企業文化重視誠信、信任、人才、多元包容與社會責任；其主要特色則包括深厚的品牌基礎、完整的商用產品組合、全球通路與客戶網絡，以及將創新、客戶體驗與永續發展結合的長期策略

【Responsibilities】

• Represent the Customer Support organization in cross-functional software product development programs
• Collaborate with global engineering, product, quality, and customer support teams
• Lead project meetings in English and align stakeholders on progress, issues, owners, and deadlines
• Execute and track the Software NPI Service Readiness process
• Help ensure that support teams, documentation, systems, and processes are ready before product launch
• Participate in the development and implementation of support models and best practices
• Track software and field issues identified during or after product launch
• Coordinate with relevant teams to develop solutions and monitor resolution progress
• Collect and organize support metrics, issue trends, and service-related data
• Maintain project schedules, action items, issue lists, meeting minutes, and status reports
• Support continuous improvement initiatives related to customer support experience and process efficiency

此單位負責PC及相關軟體產品在整個產品生命週期中的客戶支援規劃與營運準備，串聯產品開發、研發、品質及全球客服團隊，確保產品上市時具備完整的支援能力，並透過上市後的客戶問題、服務數據及成本資訊，持續改善產品與支援體驗

【Candidate Profile】

• Bachelor’s degree or above in Information Management, Computer Science, Information Technology, or another related discipline
• 3 to 5 years of relevant experience in software project management, technical project management, product support, technical support, or NPI project coordination
• Strong verbal and written communication skills in English
• Ability to independently lead project meetings in English
• Ability to clearly communicate project status, issues, risks, and next steps
• Ability to prepare professional emails, meeting minutes, and project status reports in English
• Working knowledge of Microsoft Windows environments
• Basic understanding of PC architecture, notebooks, desktops, or peripheral products
• Experience tracking project schedules, action items, issues, and risks
• Strong cross-functional communication and coordination skills
• Ability to manage multiple assignments and prioritize tasks effectively

Preferred Qualifications

• Experience with Software NPI or Service Readiness
• Experience in the PC, notebook, desktop, or peripheral product industry
• Project experience within an ODM, OEM, or technology company
• Experience working with global or cross-regional teams
• Background in Technical Support, Product Support, or Issue Escalation
• Basic knowledge of drivers, BIOS, firmware, or Windows-based software
• Experience working with support metrics, ticket trends, or service KPIs