Technical Support Specialist
2 weeks ago
As a Technical Support Representative at HR Force International, you will play a vital role in assisting customers with troubleshooting issues related to a specific piece of equipment. Your responsibilities will encompass a range of technical support activities, including equipment installation, issue diagnosis, and resolution, as well as ongoing maintenance of customer records. Additionally, you will collaborate with internal teams to enhance the company's systems and processes to ensure efficient support delivery.
Key Responsibilities:- Technical Product Support:
- Provide expert-level technical support to customers, addressing inquiries and resolving issues related to the equipment's functionality and performance.
- Utilize troubleshooting techniques to identify root causes of technical problems and implement effective solutions.
- Offer guidance and recommendations to customers on equipment usage, maintenance, and optimization.
- Conducting Technical Client Meetings:
- Schedule and conduct meetings with clients to discuss technical aspects of the equipment, address concerns, and provide updates on product enhancements or changes.
- Act as a primary point of contact for clients, ensuring effective communication and building strong relationships to foster customer satisfaction and loyalty.
- API and SDK Integration:
- Facilitate integration of the equipment's Application Programming Interface (API) and Software Development Kit (SDK) with clients' existing systems or applications.
- Provide technical guidance and assistance to clients during the integration process, ensuring seamless interoperability and functionality.
- Product Functionality Testing:
- Perform comprehensive testing of product functionality to identify and address any defects or discrepancies.
- Collaborate with the product development team to provide feedback and insights gathered from testing, contributing to product enhancements and improvements.
- Record Keeping and Data Analysis:
- Maintain accurate records of customer interactions, including inquiries, issues reported, resolutions provided, and follow-up actions taken.
- Analyze customer data and support metrics to identify trends, recurring issues, and areas for improvement in the support process.
- Bachelor's Degree, preferably in a technical discipline.
- Computer Science majors are highly preferred.
- Minimum of 5 to 6 years of experience in technical support roles, with a strong focus on troubleshooting and customer service.
- Must have been in the Technical Support Engineering (TSE) or Technical Support Representative (TSR) department for at least the last 2-3 years.
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