Solution Support Engineer (APAC)-India

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Requirements:

• BS/MS in engineering or computer science, or industrial engineering.
• At least 5 years of experience in providing technical support for WMS solutions
• Advanced ability to analyze and resolve issues
• Knowledge of warehouse operations
• A good understanding of computer systems, printers, mobile devices, and other tech products
• Excellent problem-solving and communication skills
• The ability to work independently while researching and developing solutions to customer issues, but also being able to collaborate in a team environment
• Proven ability to apply analytical and systems thinking to complex problems
• The ability to provide step-by-step technical help, both written and verbal
• Excellent written and verbal communication skills in English

Responsibilities:

• Respond to customer inquiries/escalations and resolve technical issues through various communication channels, such as Zoom calls and emails.
• Analyze and diagnose technical problems reported by customers and provide effective solutions.
• Collaborate with software development, product management, and quality assurance teams to resolve customer issues and improve product functionality.
• Document troubleshooting procedures and creating knowledge base articles for common customer inquiries.
• Log and manage customer issues in a ticketing system, ensuring that all customer interactions and resolutions are documented.
• Continuously evaluate and improve support processes and procedures to enhance customer satisfaction and efficiency.
• Train and mentor junior support engineers, providing guidance and technical expertise to assist in problem resolution.
• Collaborate with sales and account management teams to ensure customer success and identify opportunities for upselling or cross-selling.
• Stay updated on industry trends and new technologies to provide proactive support and effectively address customer needs.