Technical Customer Support Executive

Technical Customer Support Executive Overview The Technical Customer Support Executive plays a key role in delivering high-quality technical assistance to customers and colleagues, while also supporting field service operations when required. The role ensures that post-sales support runs smoothly, documentation is accurately maintained, and service processes are efficient and well-coordinated. Technical Customer Support Executive Key Responsibilities Serve as the first point of contact for remote/online technical help, providing initial troubleshooting and guidance for all products, accessories, and associated software. Act as the central communication link between customers and internal teams for all ongoing support matters. This includes creating support cases and work orders, preparing quotes for service work or replacement parts, following up on outstanding quotations, and ensuring all activities are logged clearly and promptly within the CRM system. Produce and maintain SOP documentation within the relevant databases and systems. Recommend improvements to enhance the effectiveness of customer support processes. Travel up to 30% Support the development and maintenance of training materials for customer support activities. Provide virtual or in-person training to field service staff as required. Play a vital role in managing parts used by field service engineers, including identifying parts, arranging orders, and reconciling usage. Oversee parts movement from ..... full job details .....