Candidates should possess a B.Sc. in Electrical Electronics Engineering, IT, Computer Engineering, or any relevant field.
Minimum of 1 year and above experience with a Technical support background.
Interest in analyzing data to draw insights and problem-solving to ensure client satisfaction.
Good understanding of electronics, computers systems and software platforms.

Responsibilities

Job Requirements

Candidates should possess a B.Sc. in Electrical Electronics Engineering, IT, Computer Engineering, or any relevant field.
Minimum of 1 year and above experience with a Technical support background.
Interest in analyzing data to draw insights and problem-solving to ensure client satisfaction.
Good understanding of electronics, computers systems and software platforms.

Diagnose, troubleshoot, and identify solutions to resolve software and hardware issues
Work closely with the Research & Development Techincal support officer to optimize client satisfaction
Account setup, onboarding for new FCS clients
Communication of updates and training clients on the solution features
Guide clients on the usage of platform features with the use of written instructions and technical manuals.
Communicate with client properly to quickly understand source of problem
Resolve issues and provide accurate feedback to clients within agreed time limits
Guide clients in resolving technical issues through a series of actions either via phone, email or chat
Properly escalate unresolved issues to appropriate internal teams (e.g. Research & development, implementation etc.)
Provide support to implementation engineers on the field based on diagnosis done to ensure seamless resolution of hardware issues
Work closely with Research & Development, Recovery & Control, Implementation, Customer Support teams to optimize operations
Refer to internal documentation to provide accurate technical solutions
Ensure all issues are properly logged as well as prioritize and manage several technical issues open at one time
Follow up with clients to ensure their platform interfaces are fully functional after troubleshooting
Prepare and share FCS theft analysis report periodically with clients and internal teams
Prepare other reports like healtcheck reports, unit/client success rate report etc. for internals teams and clients accurately and on time
Document technical knowledge and client preferences in the form of notes and manuals
Maintain cordial relationships with clients

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