技術客服專員 Technical Customer Support

Working as a Technical Customer Support Specialist at UNNO Technology means being the key bridge between our product and customers.
You don’t need to start with programming skills, but you will gradually become familiar with product architecture, common issues, and technical concepts.
We are looking for a customer-oriented and logical thinker who can help users use the product smoothly and clearly relay issues to the technical and product teams.

【 主要職責｜Responsibilities 】

．協助客戶處理產品網站使用過程中遇到的問題，包含系統操作指引與異常狀況回報。
．透過後台系統與相關工具即時監控產品運行狀況，發現異常時主動回報並協助研發團隊處理。
．協助整理與維護常見問題（FAQ），提升問題回應效率與解決速度。
．彙整客戶回饋與實際使用情境，協助產品與技術團隊優化產品功能與使用體驗。
．作為客戶與研發／技術團隊之間的溝通窗口，清楚傳遞問題背景、狀況與影響。

．Assist customers in resolving issues encountered while using the product website, including system operations and incident reporting.
．Monitor product system status through internal tools and proactively report abnormalities to the R&D team.
．Help organize and maintain Frequently Asked Questions (FAQ) to enable faster issue identification and resolution.
．Collect and summarize customer feedback and usage scenarios to support product and experience improvements.
．Act as the communication bridge between customers and technical teams by clearly conveying issue context and details.

【 必備條件｜Must to have 】

．面對新問題時，能保持冷靜，拆解狀況並主動尋找解決方式。
．具備清晰的邏輯思維，能釐清問題發生情境並清楚描述問題內容。
．具備良好的溝通與協調能力，能在客戶與研發團隊之間有效傳遞資訊。

．Able to stay calm when facing unfamiliar issues, break down situations, and proactively seek solutions.
．Strong logical thinking skills to identify problem scenarios and clearly describe issues.
．Good communication and coordination skills to effectively convey information between customers and the R&D team.

【 加分項目｜Nice to have 】

．資訊管理、資訊相關科系畢業（應屆畢業生可）。
．對系統、產品或技術具備高度興趣，並願意學習相關知識，如前後端差異、網站伺服器、網域解析（DNS）、API 等概念。

．Background in Information Management, Computer Science, or related fields (fresh graduates are welcome).
．Strong interest in systems, products, or technology, with willingness to learn concepts such as front-end/back-end differences, web servers, domain resolution (DNS), and APIs.

【 我們期待合作的夥伴具備｜We’d love to cooperate with candidates who have 】

．具備同理心與服務導向思維，能站在客戶角度思考問題。
．主動積極、具學習熱忱，願意持續累積產品與技術相關知識。
．樂於與團隊合作，並能在跨部門合作中清楚表達與協調。

．Customer-oriented mindset with empathy and the ability to think from the user’s perspective.
．Self-motivated with strong willingness to learn and grow in product and technical knowledge.
．Team-oriented, with the ability to collaborate and communicate effectively across teams.

【 工作時間｜Working Hours 】

因產品服務為 24 小時運行，本職位採輪班制度，目前以早班與晚班為主要排班時段，實際班別將依團隊人力、休假及營運需求排定，並由團隊協調安排。
．早班：09:00 – 18:00
．晚班：15:00 – 00:00

早班說明：早班 全程於公司辦公
晚班說明：晚班 15:00 – 18:00 於公司辦公，18:00 後可選擇於公司繼續工作，或離開公司改以遠端方式工作至 00:00；
若全程於公司工作至下班時間，將提供 晚餐津貼 NT$150／天。
週末及國定假日排班：若班別安排於週末或國定假日，可全程遠端工作。

Due to 24/7 product operations, this role requires participation in a shift-based schedule.
．Day Shift: 09:00 – 18:00
．Evening Shift: 15:00 – 00:00

Evening Shift:
Employees may choose to switch to remote work after 18:00 until the end of the shift.
Those who remain in the office until the end of the shift will receive a dinner allowance of NT$150 per day.
Shifts scheduled on weekends or public holidays are fully remote.

【 你可以在這份工作學到｜What You’ll Learn 】

．實際接觸產品系統與後台工具，累積系統與產品實務經驗。
．學習如何將使用者問題轉化為具體的技術需求與改善建議。
．培養與研發與產品團隊協作的溝通能力。
．作為未來發展至技術支援、產品或系統相關職位的起點。

．Gain hands-on experience with product systems and internal tools.
．Learn how to translate user issues into actionable technical requirements.
．Develop collaboration skills with R&D and product teams.
．Serve as a starting point for future growth into technical support, product, or system-related roles.