Technical Support Analyst

Responsibilities

• Diagnose & resolve technical issues reported by customers & distributors.
• Identify root causes and provide effective solutions to customers.
• Provide technical support & guidance to customers on product usage & features across the globe.
• Communicate effectively with customers to understand their needs and provide timely information, both verbally and in writing.
• Manage & track customer issues, ensuring timely resolution and adherence to service level agreements (SLAs).
• Work with various teams, such as product development, quality assurance & sales to ensure customer feedback is incorporated into product improvements.
• Onboard customers across the globe if needed.
• Provide training to new joiners in the sales team as required.
• Escalate complex issues to high level support team or engineering teams with utmost clarity & customer data.
• Gain in-depth knowledge of the organization’s products and/or services.
• Possesses strong interpersonal skills and effectively communicates with internal and external stakeholders.
• Foster positive relationships with stakeholders & customers, ensuring their needs and expectations are met.
• Act as a liaison between technical teams and non-technical customers.
• Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification. Responds well to questions.
• Work with co-located & remote teams.
• Test application on different platforms by executing different test cases manually as needed.
  

Education / Qualifications

• Bachelor’s degree in Engineering or Technology, majoring in Computer Science or Information Science, from a reputed institute, with excellent academic records.
• 2+ years of experience in customer support
• Excellent verbal and written communication skills in English is a must.
• Experience with Apple products is a must.
• Be solution/ result oriented with can-do attitude.
• Experience dealing with US & Europe clientele is a plus.
• Experience with products in aesthetics or beauty industry is a plus.
• Experience with Salesforce & Jira is a plus.
• Experience of testing app that is hardware device dependent is a plus.
• Experience in testing mobile & web applications including cloud services is a plus.
  

Note – Working hours would be between afternoon hours to late evening hours (preferred timings 3:00 pm to 12:00 am)

About Hexagon

Hexagon is the global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.Our technologies are shaping production and people related ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future.Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,500 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.Hexagon’s R&D Centre in IndiaHexagon’s R&D Center in India is the single largest R&D hub for the company globally. Over 2,100 talented engineers and developers create innovation from this center that powers Hexagon's products and solutions.It was established with Hexagon’s acquisition of Intergraph, the first IT MNC in Hyderabad and has now grown to deliver innovations and create solutions for all business lines of Hexagon including Asset Lifecycle Intelligence, Safety Infrastructure & Geospatial, Geosystems, Mining, Manufacturing Intelligence and Autonomous Solutions. It also hosts a few dedicated services teams for global implementation of Hexagon's products.

R&D India – MAKES THINGS INTELLIGENT

MAKE – The ingenuity of creating new solutions, processes, opportunities, by using Hexagon`s Reality Technology.THINGS – Hexagon`s sensors, software, and autonomous tech, stitched together by high-value engineering, and applied to various aspects of human endeavour.INTELLIGENT – To sense, understand, decide or act, either completely or partially, either through human control or autonomously.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.