Key Responsibilities:<\/span><\/b>
<\/p>
Technical Support &
Troubleshooting:<\/span><\/b>
<\/li>Provide expert -level technical
support to customers and internal users via phone, email, chat, and
remote desktop tools for issues related to System.<\/span>
<\/li>Diagnose and resolve complex
technical problems, including software bugs, configuration issues, data
integrity problems, and performance bottlenecks, specifically within the
electrical and electronics domain.<\/span>
<\/li>Analyze circuit schematics,
board layouts, system architectures, and relevant data to pinpoint root
causes of application failures or unexpected behavior.<\/span>
<\/li>Replicate reported issues in
test environments to facilitate thorough investigation and solution
development.<\/span>
<\/li><\/ul>Customer/User Engagement:<\/span><\/b>
<\/li>Communicate technical
information clearly and concisely to both technical and non -technical
audiences.<\/span>
<\/li>Maintain a high level of
customer satisfaction through professional and efficient problem
resolution.<\/span>
<\/li>Provide guidance and best
practices to users on the effective use of applications/systems.<\/span>
<\/li><\/ul>Collaboration & Escalation:<\/span><\/b>
<\/li>Collaborate closely with R&D,
Product Development, and Engineering teams to escalate unresolved issues,
provide detailed feedback on recurring problems, and contribute to
product improvements.<\/span>
<\/li>Work with cross -functional
teams to test, validate, and deploy new application versions, patches,
and updates.<\/span>
<\/li>Contribute to the refinement
and documentation of application operational procedures.<\/span>
<\/li><\/ul>Documentation & Knowledge
Management:<\/span><\/b>
<\/li>Create and maintain
comprehensive technical documentation, including knowledge base articles,
FAQs, troubleshooting guides, and user manuals.<\/span>
<\/li>Document all customer
interactions, troubleshooting steps, and resolutions accurately in the
designated ticketing system (CRM).<\/span>
<\/li>Contribute to building an
internal knowledge base to improve support efficiency and consistency.<\/span>
<\/li><\/ul>Continuous Improvement:<\/span><\/b>
<\/li>Identify recurring issues and
trends, and propose solutions or process improvements to enhance
application stability and user experience.<\/span>
<\/li>Stay up -to -date with industry
trends, new technologies, and advancements in electrical/electronics
engineering and related software applications.<\/span>
<\/li>Participate in training and
professional development activities to enhance technical skills and
product knowledge.<\/span>
<\/li><\/ul><\/ul>
<\/div><\/span>
