About the Job:
Pre-Sales:
* Collaborate with the sales team to understand customer requirements and propose tailored technical solutions that meet their needs.
* Conduct in-depth product demonstrations and presentations to prospective customers, showcasing the technical capabilities and benefits of the products and services.
* Act as a technical advisor during the sales process, addressing customer questions and concerns to ensure the gaps being addressed.
* Provide technical expertise and support to the sales team, including assistance in proposal preparation, solution design and proof-of-concept (POC), from aftersales service and technical perspective.
* Conduct product training and technical workshops for both internal staff and external customers.
* Stay informed about industry trends, competitor offerings, and emerging technologies to maintain a competitive edge in the market.
After-Sales:
Customer Support:
* Respond to customer inquiries and requests for technical assistance via phone, email, or ticketing system.
* Provide timely and accurate troubleshooting and resolution of technical issues.
* Guide customers through diagnostic procedures to identify and resolve technical problems.
* Ensure customer inquiries are addressed with professionalism and empathy, maintaining a high level of customer satisfaction.
Technical Troubleshooting:
* Diagnose and resolve technical issues related to hardware, software, and system configurations, via structured approach.
* Provide remote and on-site troubleshooting assistance for customers.
* Maintain detailed documentation of support cases, solutions, and customer interactions.
* Collaborate with internal teams (engineering, R&D) to escalate and resolve complex issues.
* Ensure customer satisfaction by delivering timely and effective solutions.
* Be proactive in collaboration with internal teams, to further assess the impact of issues on other products and develop the preventive actions.
Documentation and Knowledge Sharing:
* Document the troubleshooting steps and resolutions, in the support knowledge base.
* Create and maintain technical documentation, such as FAQs, troubleshooting guides, product manuals, and others relevant, to assist customers and support colleagues.
* Share technical insights and best practices with the support team to improve overall efficiency and effectiveness.
Product Feedback and Improvement:
* Serve as a liaison between customers and the product development team by providing feedback on customer needs and feature requests.
* Communicate customer feedback and technical requests to the appropriate teams, such as product management and engineering.
* Participate in beta testing and product validation activities to ensure the quality and reliability of new releases.
Training and Education:
* Provide product and technical training and guidance to customers.
* Develop and deliver technical training materials, webinars, and workshops to enhance customer knowledge and proficiency.
* Stay current with product updates, new features, and industry trends to continuously improve technical expertise.
Qualifications:
* Candidate must possess at least Diploma/Bachelor’s Degree in Software, Information Technology, Electronics Engineering or equivalent.
* At least 3 years of experience in technical support or customer-facing role is required.
* Technical competence in Android POS or any relevant experience is a plus.
* Familiarity in coding logic or mastery of a programming language is a plus.
* Proficiency in English language, and proficiency in Mandarin will be a plus.
* Good communication skills, both verbal and written, with a customer-focused approach are required.
* Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues are required.
* Capable of working with minimum supervision and meeting tight timelines.
* Be friendly, energetic, passionate independently.