TSS Engineer

Talent Scout Management Solutions (TSMSPL)/PIVOTAL specializes in professional services recruitment, known for its ethical practices, meticulous methods, and dedication to client success.

We are currently recruiting for the role of "Technical Support Services (TSS) Engineer" with one of premier clients, a developer of AI driven software products.

What you’ll do:

We are looking for dynamics and experienced Technical Support Services (TSS) engineer ensuring timely and effective resolution of customer technical issues. This role involves developing and implementing processes to improve customer satisfaction, collaborating with cross-functional teams, and driving continuous improvement in technical support operations. The ideal candidate has strong technical expertise, leadership skills, and excellent communication abilities.

Key Responsibilities:

1. 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.

2. Technical Issue Resolution:

• Troubleshoot and resolve complex technical issues escalated by customers.
• Work with product development teams to identify and resolve root causes.

3. Process Improvement:

• Continuously evaluate and improve technical support processes.
• Implement best practices to enhance efficiency and customer satisfaction. 

4. Metrics and Reporting:

• Track and analyse key performance metrics (e.g., response time, resolution rate).
• Prepare regular reports on customer satisfaction.

5. 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’ mentality…just get it done!