Junior Technical Support Specialist

Salary

Core Qualifications

Key Responsibilities

• •Facilitating the researching, responding, and resolving various customer inquiries/complaints received via telephone, e-mail, and chat – with accurate and timely response
• •Provide Technical support for hardware and software application, software and related solutions and investigate issues related to device connectivity, configuration, data transmission, connectivity, system access and communication between hardware and software platforms. This includes hardware evaluation.
• •Maintain ownership of customer issues and provide appropriate updates within agreed service levels.
• •Analyse technical problems and determine appropriate corrective actions
• •Facilitate and assists in quantitative and qualitative analysis of field failures
• •Assist with the installation, configuration, testing and troubleshooting where required
• •Act as liaison between Quality, Sales, Program managers, Engineering, Support Services and the Customer for escalation of product and service issues or product development when required
• •Record and tracks product or process modifications and reports on impact to product or service quality
• •Participate in generating transition plans for new product launch and support
• •Manage coordination of Technical Service Case Management Process using global ERP system
• •Process Improvement – Participate in Global Support Services team process improvement activities designed to improve service quality and proactively address product/customer issues
• •Periodically review existing procedures (SOPs) to ensure compliance with current practice and Sensitech’s Quality System
• •Provide monthly metrics and detailed reports to management as required
• •Post Validation activities including training
• •Assist with device testing, replacements, and return process
• •Contribute to the creation and maintenance of technical documentation, troubleshooting guides and knowledge base article
• •Other tasks as assigned.