Technical Support Specialist
HR Force International
- London
- Permanent
- Full-time
- 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.