Key Responsibilities
- Provide in depth technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis and resolution of complex technical issues; Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes
- Expedite timely resolutions wherever possible to help maintain and reduce cycle times
- Work with and escalate issues to product development and Quality teams where required, prioritizing requests based on severity and business case
- Deeper investigation of complex technical issues and resolution of customer requests
- Providing training, coaching and mentoring of the lower support tiers to improve product knowledge and issue handling skills
- Participating in New Product Introduction programs facilitating robust designs and flawless product launches
- Preparing the team to support new product offerings, by participating in the Company New Product Introduction program
- Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs; Keep the customer updated on the status of work in progress on their problems
- Develop robust communication practices with solid focus on customer service and solution quality
- Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS) methodology guidelines;
- Contribute knowledge base content for all new issues encountered by and resolved at Tier 3 and enhance existing content where necessary to ensure good visibility, re-usability of data on known problems
- Maintain and extend product knowledge by self-study and by attending relevant training sessions
- Regularly share product and troubleshooting knowledge via coaching and training initiatives
- Mentor in lower support tiers as part of the company’s talent development and retention ethos
- Ability to travel domestically and/or internationally as and when required
Be part of a team that designs, develops and integrates highly complex application functions in the within Company organization. You will participate in the development and certification of product functionality across multiple programs. This will enable you to support new products, processes, standards or operational plans within the organization’s business strategies, with a direct impact on business unit/function overall results.
Key Responsibilities
- Software coding
- Integration
- Verification and Validation
- Certification of software
- Test
- Requirement Definition
- Customer Support
- model based development system design
- Reviews
- Strategy Development
YOU MUST HAVE
- Bachelor’s Degree in Engineering any relevant discipline
- 5+ years of experience in Product development & support
WE VALUE
- Experience in product design, development, troubleshooting & isolating issues
- Experience in customer facing roles
- Strong Awareness of Product development life cycle
- Awareness to programming or Software development
- Experience with Android & iOS Application Development
- Great presentation skills and ability to train others in the team
- Individuals who are self-motivated and able to work with little supervision, who consistently take the initiative to get things done, do things before being asked by others or forced to by events