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● Diagnose, troubleshoot, and identify solutions to resolve software and hardware issues

● Work closely with the Research & Development Technical 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 health check 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

Job Knowledge

● 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.

● An interest in analyzing data to draw insights and problem solving to ensure client satisfaction.

● Good understanding of electronics, computers systems and software platforms

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