● 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
● 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