Simon Zeng
@simonzeng
Experienced overseas technical support specialist for cross-border e-commerce and hardware.
ChinaWhat I'm looking for
我是一名专注于跨境电商与硬件产品的海外技术支持专家，拥有多年夜班与国际客户服务经验。
在DJI、英汉思等公司中，我通过在线聊天、邮件与工单系统为欧美、澳洲及日本客户提供售前、售中与售后支持，日均处理40+咨询，首次解决率与客户满意度均维持在高水平。
我主导并搭建过知识库、在线工单与邮件工单系统，优化邮件模板与在线话术，推动产品软件与固件迭代，以及售后与维修体系的建立，从而显著提升团队效率并降低负面影响。
我具备扎实的Zendesk与CRM操作能力，熟悉Shopify后台，并具备流利英语沟通能力与强烈的抗压与同理心，愿意在国际化团队中持续改进用户体验与服务流程。
Experience
Work history, roles, and key accomplishments
Overseas Technical Support
深圳市英汉思科技动力有限公司
Nov 2025 - Present (7 months)
Lead technical support for direct-site and social channels for AI tennis ball launchers and electric wheelchairs; built knowledge base, ticketing and email systems and templates, improving team ticket handling efficiency and customer satisfaction.
Provided pre-sales, logistics and technical after-sales support for international customers (daily 40+ tickets), authored bilingual knowledge base and optimized templates, achieving 80%+ first-contact resolution and 90%+ satisfaction.
Overseas After-sales Support
深圳市创客工场科技有限公司
Jan 2025 - Feb 2025 (1 month)
Handled night-shift chat and email support for APAC and Western markets, improving response efficiency 20% and achieving department-high net satisfaction of 83% while reducing complaints by over 50%.
Amazon Operations Specialist
深圳市旭联信息技术有限公司
Mar 2023 - Feb 2024 (11 months)
Managed Amazon storefront strategy, optimized listings and marketing to drive sustained sales, generating approximately $2.5M in revenue through multi-product profitability.
Amazon Operations Specialist
深圳市弘钧科技有限公司
Mar 2021 - Feb 2023 (1 year 11 months)
Operated Amazon store and optimized listings, independently developed a US-market bestseller reaching top 1500 ranking and significantly improving sales performance.
Education
Degrees, certifications, and relevant coursework
桂林电子科技大学信息科技学院
Bachelor of Engineering, 机械电子工程
2016 - 2021
Completed a program in mechatronic engineering, covering mechanical and electronic systems integration.
Availability
Location
ChinaAuthorized to work in
Job categories
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