Technical Support Technician

Description

Job Summary: Provide specialized technical support to customers, ensuring the configuration, operation, and optimal utilization of technological platforms with a strong focus on customer satisfaction and service quality. Key Responsibilities: 1. First- and second-level technical support for POC-MDM platforms. 2. Management of support tickets and tracking until effective resolution. 3. Conducting technical visits and training sessions for end users. Provide specialized technical support to customers using the platforms, ensuring correct configuration, operation, and utilization of implemented technological solutions, with a strong emphasis on customer satisfaction and service quality. Technical Support and Configuration • Provide first- and second-level technical support for the company’s POC-MDM platforms. • Configure applications, services, and system parameters according to each customer’s requirements. • Diagnose and resolve technical faults in software associated with the platform. • Manage software updates and device configurations. • Proactively monitor platforms and system alerts to prevent incidents. 2. Customer Service • Respond promptly and professionally to customer requests, inquiries, and complaints. • Manage support tickets and ensure tracking until effective resolution. • Escalate complex cases to higher support tiers or the manufacturer when necessary. • Conduct technical onboarding for new customers during initial implementation. • Perform post-installation follow-up to verify proper solution functionality. • Ensure compliance with established SLAs (response and resolution times). 3. Technical Visits • Conduct on-site technical visits to customer facilities for hands-on support, installation, or equipment review. • Perform on-site diagnostics and implement field solutions. • Coordinate with the sales team to provide technical support during pre-sales and post-sales processes. 4. Training • Deliver training to end users on the correct use of platforms and their applications. • Design and update user manuals, quick-reference guides, and technical support materials. • Support internal teams in knowledge transfer regarding new features and functionalities. 5. Management and Reporting • Prepare periodic reports on case management, incidents, and status of handled cases. • Record and analyze recurring failures to identify product improvement opportunities. • Maintain up-to-date inventory records of customer equipment, licenses, and configurations. • Document solutions, procedures, and best practices in the internal knowledge base. • Coordinate with vendors and manufacturers for warranty claims or equipment replacements. -Requirements- Minimum Education: University Degree / Technical Program years of experience Willingness to Travel: Yes Keywords: technologist, technician, tech, technician, technology, technology, technologist, assistance, support, support