Technical Support Expert

Job description

We are a group of experts around the globe, working closely with engineering team, to help solve the most complex technical issues faced by our customers. We use our customer management system to communicate worldwide and to deliver our support.

As part of your responsibilities, you will:

Collaborate with our expert team to reproduce, diagnose and document technical support issues reported by customers.

Serve as point of contact for incoming requests from countries and partners and provide timely and effective solutions.

Communicate and work closely with countries and partners to gather detailed information about their technical issues and ensure a thorough understanding of the problem.

Utilize your technical expertise and troubleshooting skills to identify the root cause of issues and provide accurate resolutions.

Document troubleshooting steps, issue resolutions, and customer interactions in our ticketing system for future reference and knowledge sharing.

Work closely with our quality team to help enhance our products.

Contribute to the creation and maintenance of internal and external knowledge articles, FAQs, and support documentation to improve customer self-service options.

Participate in regular team meetings and knowledge-sharing sessions to enhance your technical skills and stay up to date with the latest industry trends.

Take part in new offer projects and contribute to continuous improvement efforts by sharing customers environment, usage and behavior.

Desired profile

Qualifications :

Currently enrolled in a relevant technical support position or recent engineer graduate.

Strong customer first and ownership mindset. Someone that can be the customer’s voice within our business and represent them from end-to-end resolution of the issue.

Strong interest in technology and eagerness to learn and develop technical skills.

Excellent problem-solving and analytical abilities. “The last hope” is our nickname!

Effective English communication skills, both written and verbal, to interact with customers and team members.

Ability to work independently as well as collaboratively in a dynamic and global environment.

Be familiar with Factory Automation, Operational Technology is preferable.

Be familiar with industrial communication protocols, such as Modbus, CODESYS, MQTT, Ethernet and TCP/IP is a bonus.

Be familiar with Cloud databases such as AWS, Microsoft Azure, Google Cloud Platform etc. is a bonus.