Technical Support Services Engineer - Video Management System

Description

What Youll Do

Key Responsibilities

• Customer Support :
• Demonstrating, installing, troubleshooting, and maintaining Video management system and other related software applications
• Reporting of customer feedback, RCA report
• Interaction with customers to understand their requirement and generating documents out of that
• Supporting the roll-out of new applications, testing and evaluating new technologies
• Develop and implement processes to improve customer satisfaction.
• Collaborate with cross-functional teams to resolve complex technical issues.
• Presenting strategic proofs of concept (POCs) to secure project awards.
• Technical Issue Resolution :
• Troubleshoot and resolve complex technical issues escalated by customers.
• Work with product development teams to identify and resolve root causes.
• Process Improvement :
• Continuously evaluate and improve technical support processes.
• Implement best practices to enhance efficiency and customer satisfaction.
• Metrics and Reporting :
• Track and analyse key performance metrics (e.g., response time, resolution rate).
• Prepare regular reports on customer satisfaction.
• Training and Development :
• Develop and implement training programs for technical support engineers.
• Stay up to date with product developments and technical advancements.
  

What We Are Looking For

• BS/BSC/BCom/BE/BTech/MS/MTech/MBA Degree or equivalent in addition to previous background in sales or business development
• 10+ years of experience in Technical Support Services preferably in security, surveillance, AI, or IT solutions.
• Strong technical background and experience in technical support management.
• Ensure high-quality technical support to customers.
• Improve customer satisfaction and loyalty.
• Develop and mentor high-performing technical support teams.
• Excellent leadership skills.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Strong leadership and team management skills Ability to work in a fast-paced, high growth environment and drive measurable results.
• Tenacious and assertive hunter mentalityjust get it done!