Role & responsibilities:- Respond to customer inquiries and provide technical support via phone, email, or chat.- Diagnose and troubleshoot calibration issues reported by customers, ensuring timely resolution.- Log and track customer interactions, issues, and resolutions in a detailed and organized manner.- Escalate unresolved or critical issues to the appropriate teams or higher levels of support.- Stay up-to-date on the product knowledge, new releases, and industry trends.- Provide guidance and training to customers on the product functionalities, features, and best practices.- Collaborate with cross-functional teams, including development and QA, to report and prioritize software bugs and enhancements.- Contribute to the creation and improvement of support documentation, including knowledge base articles and troubleshooting guides.- Identify patterns in customer issues and provide feedback to enhance product usability and customer experience.- Participate in on-call rotations and handle urgent customer issues outside regular business hours, if required.Preferred candidate profile:- B.E in Electronics / Instrumentation or a related field.- Fresher or Minimum of 1-2 years of experience in a software support or technical role.- Excellent problem-solving skills with attention to detail.- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.- Customer-focused mindset with a passion for delivering exceptional support experiences.- Ability to work independently, prioritize tasks, and manage multiple customer inquiries simultaneously.- Familiarity with ticketing systems and support software (Salesforce) is a plus.- Flexibility to work in shifts and participate in an on-call rotation if required.