Technical Support Engineer

Pre-Sales:

1. Collaborate with the sales team to understand customer requirements and propose tailored technical solutions that meet their needs.
2. Conduct in-depth product demonstrations and presentations to prospective customers, showcasing the technical capabilities and benefits of the products and services.
3. Act as a technical advisor during the sales process, addressing customer questions and concerns to ensure the gaps being addressed.
4. 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.
5. Conduct product training and technical workshops for both internal staff and external customers.
6. Stay informed about industry trends, competitor offerings, and emerging technologies to maintain a competitive edge in the market.

After-Sales:

Customer Support:

1. Respond to customer inquiries and requests for technical assistance via phone, email, or ticketing system.
2. Provide timely and accurate troubleshooting and resolution of technical issues.
3. Guide customers through diagnostic procedures to identify and resolve technical problems.
4. Ensure customer inquiries are addressed with professionalism and empathy, maintaining a high level of customer satisfaction.

Technical Troubleshooting:

1. Diagnose and resolve technical issues related to hardware, software, and system configurations, via structured approach.
2. Provide remote and on-site troubleshooting assistance for customers.
3. Maintain detailed documentation of support cases, solutions, and customer interactions.
4. Collaborate with internal teams (engineering, R&D) to escalate and resolve complex issues.
5. Ensure customer satisfaction by delivering timely and effective solutions.
6. 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:

1. Document the troubleshooting steps and resolutions, in the support knowledge base.
2. Create and maintain technical documentation, such as FAQs, troubleshooting guides, product manuals, and others relevant, to assist customers and support colleagues.
3. Share technical insights and best practices with the support team to improve overall efficiency and effectiveness.

Product Feedback and Improvement:

1. Serve as a liaison between customers and the product development team by providing feedback on customer needs and feature requests.
2. Communicate customer feedback and technical requests to the appropriate teams, such as product management and engineering.
3. Participate in beta testing and product validation activities to ensure the quality and reliability of new releases.

Training and Education:

1. Provide product and technical training and guidance to customers.
2. Develop and deliver technical training materials, webinars, and workshops to enhance customer knowledge and proficiency.
3. Stay current with product updates, new features, and industry trends to continuously improve technical expertise.

Qualifications:

1. Candidate must possess at least Diploma/Bachelor’s Degree in Software, Information Technology, Electronics Engineering or equivalent.
2. At least 3 years of experience in technical support or customer-facing role is required.
3. Technical competence in Android POS or any relevant experience is a plus.
4. Familiarity in coding logic or mastery of a programming language is a plus.
5. Proficiency in English language, and proficiency in Mandarin will be a plus.
6. Good communication skills, both verbal and written, with a customer-focused approach are required.
7. Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues are required.
8. Capable of working with minimum supervision and meeting tight timelines.
9. Be friendly, energetic, passionate independently.

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