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Hexagon Manufacturing Intelligence
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Technical Support Analyst, Product Support

Technical Support Analyst, Product Support

Hexagon Manufacturing Intelligence

2 - 7 years

4 - 9 Lacs

hyderabad

Posted:4 hours ago| Platform:

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Skills Required

computer science service level usage manager quality assurance customer support test cases jira technical support product support salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

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)

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Technical Support Analyst, Product Support