An individual contributor position who will take accountability for providing technical support, troubleshooting and resolving errors, logging details and providing customers with updates.

Responsibilities :

Data Analysis and Root Cause Identification

• Analyze data related to technical product issues.
• Determine root causes of the problem.

Customer Interaction and Support

• Respond to customer product inquiries via various channels.
• Resolve customer concerns during installation, operation, maintenance, or compatibility issues.
• Educate users on product usage.

Troubleshooting and Documentation

• Preparation and Implementation of Lesson Plans.
• Instruction in Classroom and Virtual Settings.
• Use of Need Assessment Tools.
• Follow-Up and Applicability Assessment.

Product Improvement and Development

• Contribute suggestions for overall product improvement.
• Support remote upgrades, installations, and maintenance.
• Serve as a point of contact for technical and service-related problems.

System Diagnoses and Reporting

• Use established procedures to diagnose system failures.
• Minimize customer downtime.
• Develop and maintain a thorough understanding of the product line.
• Generate daily reports for internal stakeholders.

Customer Feedback and Closure

• Ensure each query is closed off accurately.
• Provide feedback to customers in a suitable and professional manner.