Job Summary: 

• Accountable for planning and performing technical activities such as troubleshooting, testing, reporting, in order to solve complex customer queries and requests.
• Responsible for investigating the customer´s cases and proactively suggest alternative solutions by sharing core product knowledge.
• Providing feedback to assist the company in maintaining good customer relations and improving product design. 
• Raising complaints where necessary and feeding back sales opportunities.
• Producing a monthly report in the format determined by Regional Service Manager.
• Ensuring continual accuracy of data inputted in the PDA system.
• Attending regional service meetings.
• Participate in technical support of customers over the phone, and over remote links.
• Install the client’s software on customers’ sites.
• Train the client’s customers (this may involve travel internationally & some weekend work)
• Write and update content for the client training courses and documentation using best practice procedures, methodologies and tools.

Skills on Resume: 

• Technical Troubleshooting (Hard Skills)
• Product Knowledge Sharing (Soft Skills)
• Customer Relationship Management (Soft Skills)
• Complaint Handling (Soft Skills)
• Report Writing (Hard Skills)
• Data Accuracy Management (Hard Skills)
• Remote Technical Support (Hard Skills)
• Training and Development (Soft Skills)

Job Summary: 

• Respond to client support inquiries in a timely manner to meet contracted Service Line Agreements (SLAs) with customers.
• Perform Level 1 troubleshooting in order to resolve support inquiries and escalations.
• Take ownership of technical issues and engage other teams as necessary to resolve advanced issues including the opening of bug requests and tracking resolution with Engineering.
• Triaging implementation issues with Integration Services.
• Contribution towards ongoing support processes and procedure improvement.
• Documenting troubleshooting and problem resolution steps.
• Servicing other Conviva teams with Systems, Account configuration, and other maintenance tasks.
• Generate client report requests.
• Live Event support for some of the largest global streaming events.
• Work in rotation for on-call duties for servicing P0 (critical) support requests 24/7.
• Write and post customer facing incident notifications.
• Utilize tools to post banners.
• Manage status pages during ongoing incidents.

Skills on Resume:

• SLA Management (Hard Skills)
• Level 1 Troubleshooting (Hard Skills)
• Issue Ownership (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• Process Improvement (Soft Skills)
• Technical Documentation (Hard Skills)
• On-call Support (Hard Skills)
• Incident Management (Hard Skills)

Job Summary: 

• Exceed customer expectations by providing superior levels of technical customer support, efficiently and professionally to Galvanize end-users, channel partners, and internal customers
• Demonstrate professional and appropriate written and verbal communication for internal and external customers
• Coach and advise global customers in the effective use of Galvanize products and systems and provide guidance and support for complex technical issues
• Troubleshoot application errors, support software installations, and upgrade processes
• Create trusted advisory relationships with customers ensuring are using the correct products for needs and maximize the utilization of those products
• Assist in creating and verifying product documentation and ensure accuracy and maintenance of Knowledge Base by creating and contributing detailed articles and documentation for existing products, new releases, and related technologies
• Work closely with the team to ensure the sharing of knowledge of technology, processes, and procedures to ensure maximum efficiency
• Develop sufficient knowledge of the Galvanize products and features, and interconnectivity with other technologies
• Be responsible for and responsive to cases in the T2 queue and ensure SLAs are consistently met
• Provide accurate case tracking of customer interactions
• Actively participate in ongoing self-development toward achieving an expanding skillset, including, product, technical, and industry knowledge
• Participate in company and team events from time to time outside of normal work hours

Skills on Resume: 

• Technical Customer Support (Hard Skills)
• Verbal Communication (Soft Skills)
• Written Communication (Soft Skills)
• Troubleshooting (Hard Skills)
• Knowledge Base Management (Hard Skills)
• Advisory Skills (Soft Skills)
• Case Management (Hard Skills)
• Industry Knowledge (Soft Skills)

Job Summary: 

• Handles basic customer issues and problems, and refers more complex issues to higher-level staff.
• Communicate through various channels such as email, phone and virtual calls
• Build relationships with customers through timely communication and accurate issue resolution
• Meet SLA while providing the highest quality of service
• Manage case workload on a daily basis to ensure proper and timely communication with all clients
• Stay up to date on all new features and existing issues
• Provide enhancement requests and feedback to the higher-level staff
• Collaborate cross functionally with other department representatives to ensure the best quality service to customers
• Maintain customer case data integrity within CRM(Salesforce)
• Leverage internal resources to provide accurate responses to customers as quickly as possible
• Adhere to all published processes and procedures
• Be the “voice of the customer” when working cross functionally
• Troubleshoot issues reported by customers to determine pervasiveness and severity

Skills on Resume: 

• Issue Escalation (Hard Skills)
• Multichannel Communication (Hard Skills)
• Relationship Management (Soft Skills)
• SLA Compliance (Hard Skills)
• Case Management (Hard Skills)
• Product Knowledge Upkeep (Hard Skills)
• CRM Proficiency (Salesforce) (Hard Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary: 

• Assist in the Creation/Building/Maintenance of internal/external knowledgebase (Confluence/Salesforce, etc.).
• Diagnose and troubleshoot customer technical problems
• Handling and monitoring customer complaints
• Participate in training customers and improve training materials
• Prepare product or service reports by collecting and analyzing customer information
• Constant active testing of medical devices
• Generate reports of the different devices of the company to check and validate systems
• Become an expert with Robotics’ software systems
• Communicate with customers and partners to ensure technical needs are met
• Collect suggestions and requirements from customers to translate into engineering goals
• Collaborate with cross functional teams to support engineering projects
• Management of post incident root cause analysis that are shared with internal and external stakeholders.

Skills on Resume: 

• Knowledge Base Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Complaint Handling (Soft Skills)
• Training Development (Soft Skills)
• Data Analysis (Hard Skills)
• Software Proficiency in Robotics (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Responsible for customer certification and technical support of new products. 
• Manage all technical & service cases issued by customers and HQ members.
• Coordinate HQ and customer resources to promote analysis and improvement of technical problems.
• Build and maintain good relationships with customer all division including RD, Quality, etc.
• Organize technical meetings and publish technical report.
• Collect industry information and put forward relevant technical schemes.
• Responsible for technical support on various exhibition.
• Understanding of LearningSpace products, software backend and functionality along with log files and structures.
• Provide exceptional technical support and deliver solutions to both technical and non-technical end users (Internal/External Stakeholders).
• Own/Drive technical issues and collaborate with Product, QA and Developers to resolve more advanced issues.
• Collaborating with Product Management, QA, Engineering on product defects, enhancements, and workarounds.
• Pro-actively monitor, resolve and/or report system issues to manager.
• Working closely with field technicians on New Site Installs.

Skills on Resume: 

• Customer Certification Support (Hard Skills)  
• Technical Case Management (Hard Skills)  
• Resource Coordination (Soft Skills)  
• Customer Relationship Building (Soft Skills)  
• Technical Meeting Organization (Soft Skills)  
• Industry Information Analysis (Hard Skills)  
• Exhibition Technical Support (Soft Skills)  
• Cross-team Collaboration (Soft Skills)

Job Summary: 

• Analyze, diagnose and troubleshoot ASML systems at the customer site
• Perform repairs, retrofits and preventive maintenance on ASML systems at the customer site
• Work together with the customer, ASML peers and staff management to assure timely and accurate support
• Take part in projects that aim to improve support and performance.
• Be involved in New Product Introductions and training of the customer
• Add unique perspective to continue building a long term partnership with customer.
• Provide technical remote support to customers and engineers
• Ensuring that the escalation process is followed and analyse as well as provide remote technical assistance for each service request accordingly
• Escalate unresolved concerns to manager/next level of technical support
• Inform stakeholders about problems and opportunities
• Assist customers with updates, changes, and inquiries
• Craft new surveys/forms for customers using TypeScript
• Clean & import employee data for new customers

Skills on Resume: 

• System Diagnosis and Troubleshooting (Hard Skills)  
• System Maintenance and Repair (Hard Skills)  
• Collaborative Customer Support (Soft Skills)  
• Project Participation (Soft Skills)  
• New Product Introduction (Hard Skills)  
• Customer Relationship Building (Soft Skills)  
• Remote Technical Support (Hard Skills)  
• Escalation Management (Soft Skills)

Job Summary: 

• Participating and contributing to service alert calls with technical support engineers and development engineers to help evaluate and resolve tool issues
• Continuously developing troubleshooting skills of highly complex, leading edge systems by working with the marketing, development engineering, logistics and service teams. The systems include optics, electronics, mechanical components, custom software and algorithms
• Standardizing solutions that will benefit all customers including defining best known methods
• Acting as a two-way conduit for information transfer between the engineers who are responsible for supporting and designing products and the end user
• Gathering and analyze data from systems populations at customer sites to identify sources of systematic issues, including technical, process, and people-based issues
• Helping develop and document technical service procedures
• Responding to situations where field service engineers have failed to resolve complex system performance problems, by providing written plans of action by e-mail or on-site hands-on assistance
• Writing technical reports to communicate issues, analysis, technical assessments, system status, best-know-methods, and engineering recommendations
• Taking a proactive approach to improving service quality and profitability
• Customer Issue and General Request Management
• Document actions taken and log solutions found in a clear and concise manner

Skills on Resume: 

• Service Alert Participation (Soft Skills)  
• Advanced Troubleshooting (Hard Skills)  
• Solution Standardization (Hard Skills)  
• Information Transfer (Soft Skills)  
• Data Analysis (Hard Skills)  
• Technical Procedure Development (Hard Skills)  
• On-site Problem Resolution (Soft Skills)  
• Technical Report Writing (Hard Skills)

Job Summary: 

• Perform troubleshooting and customer support
• Develop and test high quality products
• Drive continuous improvements of products and processes
• Perform continuous analysis and requirement handling
• Develop competence in technical domain
• Have opportunity to work with CD customers
• Drive strategic technical leadership
• Participate in and drive Root Cause Analysis of customer technical issues
• Execute technical support on request (via phone or ticket system)
• Manage simultaneous customer cases with the help of logging databases
• Determine problems and deliver solutions, using company internal knowledge base and standardized specifications 
• Author Help Center articles to guide customers on how to succeed with product
• Talk directly with customers via email & videoconferencing
• Identify and contribute to improvements in process and tooling

Skills on Resume: 

• Troubleshooting Support (Hard Skills)  
• Product Development (Hard Skills)  
• Process Improvement (Soft Skills)  
• Requirement Analysis (Hard Skills)  
• Technical Domain Competence (Hard Skills)  
• Customer Interaction (Soft Skills)  
• Strategic Technical Leadership (Soft Skills)  
• Root Cause Analysis (Hard Skills)

Job Summary: 

• Demonstrate a systematic process for identifying root causes or events and an approach for responding to them
• Determine operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions
• Document calls from clients and provides troubleshooting help to find the problem and isolate it
• Define strategy/technique for overcoming defects or other problems pertaining to hardware/software
• Develop technical documents, instructions, and training for support personnel
• Collaborate with PM, Ops and/or QA departments to further investigate, resolve or escalate hardware/software issues
• Guide and assist with software and hardware installations
• Perform software quality assurance
• Document process used by customers and validate the system (fitting software, hearing aids, accessories and apps) before each release
• Establish the root cause of problems and provide end-to-end service support, by resolving it individually or escalating it
• Ensure support services are aligned with Service Level Agreement, and provide measures to prevent recurrence
• Participating in products improvement projects and drive project delivery

Skills on Resume: 

• Root Cause Analysis (Hard Skills)  
• Operational Feasibility Evaluation (Hard Skills)  
• Client Troubleshooting Documentation (Soft Skills)  
• Problem Resolution Strategy (Hard Skills)  
• Technical Documentation (Hard Skills)  
• Cross-department Collaboration (Soft Skills)  
• Installation Assistance (Soft Skills)  
• Quality Assurance Testing (Hard Skills)

Job Summary: 

• Troubleshoot technical issues through phone, email, and chat.
• Monitor assigned cases and update all activities within company tracking system.
• Assist customers with onboarding of products and/or services.
• Guide customers through installation and updating issues
• Analyze customer issues and develop necessary actions to ensure optimal levels of customer satisfaction, escalate to required resources
• Work on a variety of tasks which change from day to day.
• Gain experience in various roles within the company, such as project management, database administrator, and IT.
• Work in a collaborative and friendly environment with few layers of management and bureaucracy.
• Perform patch testing against GE’s applications.
• Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to configuration, user interface, network and communication connectivity and performance, Cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
• Contributes to products/services or process improvements or uses best practices and knowledge of internal or external business issues to improve products/services or processes.
• Provide technical support within own area of expertise for Banking & Financial Institutions clients

Skills on Resume: 

• Technical Troubleshooting (Hard Skills)  
• Case Management (Hard Skills)  
• Customer Onboarding Support (Soft Skills)  
• Installation Guidance (Soft Skills)  
• Issue Escalation (Soft Skills)  
• Task Flexibility (Soft Skills)  
• Cross-functional Experience (Hard Skills)  
• Collaborative Work (Soft Skills)

Job Summary: 

• Deliver exceptional customer experiences by working closely with customers and providing direct technical support via case updates, zoom, and email. 
• Follow up and manage the right expectations until the closure of the cases
• Conduct weekly status conference calls with customers to report the status of open issues and projects
• Advocate for the customer by creating and tracking bugs and enhancement requests on their behalf. 
• Partner with Product, Engineering, and QA to help us meet customer needs and continually evolve the product
• On-boarding customer devices and setting up audits in the company
• Exercise judgment in methods, techniques, and evaluation criteria for obtaining results
• Mentor and support customers as they use the company platform to deploy and operate their networks
• Participate in pre-sales efforts, collaborating with SEs and customer network engineers to validate and present solutions in lab and demo environments
• Participate in on-call support rotation and participate in periodic after-hours maintenance and implementation activities
• Effective interaction with the company team and technical and non-technical stakeholders in a wide range of Enterprise customers

Skills on Resume: 

• Customer Support (Soft Skills)
• Communication (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Case Management (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Product Knowledge (Hard Skills)
• Network Configuration (Hard Skills)
• Time Management (Soft Skills)

Job Summary: 

• Responsible for providing technical support to customers for all Curtis product lines.
• Evaluate customer requirements and assist and guide customers in applying and installing Curtis products into customer hardware.
• Provide technical information and guidance to customers, sales reps, and distributors.
• Write/edit application notes, installation guides, other technical notes, and literature to inform customers about products.
• Communicate with customers concerning technical applications.
• Evaluate and report on customer response to product capabilities and limitations, and evaluate and report on competitors’ products.
• Suggest and evaluate modifications or new products.
• Evaluate and provide leads to sales managers, and accompany them on sales calls.
• Follow up on sales calls and phone leads.
• Represent the company at technical conferences and tradeshows 
• Prepare applications and other reports 
• Inform the supervisor of all unusual circumstances or problems.
• Abide by all company rules, policies, and procedures.

Skills on Resume: 

• Technical Support (Hard Skills)
• Product Knowledge (Hard Skills)
• Customer Communication (Soft Skills)
• Documentation Writing (Hard Skills)
• Market Analysis (Hard Skills)
• Sales Support (Soft Skills)
• Presentation Skills (Soft Skills)
• Problem Solving (Soft Skills)

Job Summary: 

• Ensure knowledge transfer on assigned areas of expertise.
• Create a positive customer interaction and expectation.
• Build relationships with appropriate development/PM/Testing employees.
• Gain the technical skills to ensure expertise through connections, review, or training.
• Support incidents are updated with a new step to show progress toward resolution, and closed on time.
• Build services and programming code specifically in VGL and .net 
• Consult and/or configure Thermo Scientific products in compliance with regulatory guidance.
• Conduct PPM and servicing, as well as reactive maintenance of medical devices.
• Provide remote product functionality and technical advice to customers
• Work independently and with the wider support team to provide accurate diagnoses and solutions for customer problems.
• Meet customer expectations and follow safe working practices.
• Ownership of workload to meet operational goals.
• Comply with departmental quality control measures

Skills on Resume: 

• Knowledge Transfer (Soft Skills)
• Customer Relationship Management (Soft Skills)
• Technical Expertise (Hard Skills)
• Incident Management (Hard Skills)
• Programming (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Technical Support (Soft Skills)
• Problem Solving (Soft Skills)

Job Summary: 

• Provide global support for a worldwide customer base and manage simultaneous customer cases in a highly demanding environment.
• Develop and maintain excellent relationships with customers and partners, and help improve and maintain the highest level of customer satisfaction.
• Log and manage issues using appropriate management tools (Zendesk).
• Promptly escalate unresolved issues to appropriate internal teams.
• Provide impeccable follow-up with customer issues and status on time
• Proactively work the support ticket queue and manage customer expectations on resolution time.
• Work closely with the development team to help resolve product bugs and deliver solutions in a timely fashion.
• Proactively identify issues and take mitigation steps before they become “noticed” by customers.
• Responsible for troubleshooting hardware and software technical issues
• Deliver positive communications to internal and external customers.
• Offer additional tips, best practices, and solutions, related to their service issue
• Maintain state-of-the-art subject matter expertise on existing and planned technologies, including related products and services.
• Proactively share knowledge with internal and external customers, by providing new and updated FAQ solution material.
• Work cross-functionally with Product, Engineering, and other teams to ensure the resolution of customer issues.

Skills on Resume: 

• Global Support (Soft Skills)
• Customer Relationship Management (Soft Skills)
• Issue Management (Hard Skills)
• Escalation Handling (Soft Skills)
• Troubleshooting (Hard Skills)
• Communication (Soft Skills)
• Knowledge Sharing (Soft Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary: 

• Responsible for Ball Bonder activities support at the customer site.
• Provide technical support and product training to customers.
• Provide feedback to factory/engineering on customer-reported issues for a solution.
• Support factory for any on-site retrofit
• Support BU on any new consumable tool evaluation and qualification at the customer site.
• Provide customer assistance for turret integrators during their development phases (provision of technical advice, resolution of turret integration questions, etc)
• Respond to customer technical questions regarding the support information, e.g. user maintenance manual, installation instructions
• Respond to technical questions regarding the Cannon and ammunition functionality
• Provide expertise on the CT40 Weapon
• Develop and deliver customer training on the CT40 Cannon
• Conduct analysis and develop technical solutions for potential improvements
• Develop Integrated Logistic Support (ILS) products (S&TE, technical manuals, training, etc) for the Cannon and Ammunition
• Conduct incident investigations related to the use and maintenance of the Cannon and Ammunition, attend customer sites to conduct those investigations and implement corrective actions related to such incidents

Skills on Resume: 

• Technical Support (Hard Skills)
• Product Training (Soft Skills)
• Customer Feedback Management (Soft Skills)
• Retrofit Support (Hard Skills)
• Technical Advice (Soft Skills)
• Problem Resolution (Soft Skills)
• Incident Investigation (Hard Skills)
• Technical Documentation (Hard Skills)

Job Summary: 

• Take personal accountability for the customer experience, ensuring issues are managed to the highest standard supported by excellent communication.
• Work through a training program and shadow an existing Line 1 engineer before progressing to the operational support desk
• Answer calls, e-mails, and web queries to a professional standard as demonstrated in training
• Maintain accurate and up-to-date call records (tickets) using the call record and progress system
• Keep a regular call schedule, ensure tickets are managed as per the ticket handling procedures, updating partners, vendors, and third-party suppliers on open tickets.
• Complete an accurate and detailed hand-over to other engineers of any calls and tasks in progress
• Ensure all calls/emails/self-service items are actioned triaged to appropriate priority levels and escalated to the correct resolver teams.
• Ensure tickets are created and escalated within the service SLA’s
• Ensure customer environment alert monitoring is observed 24x7 raising tickets and escalating as per the service procedures.
• Provide white-labeled call aggregation for Partners and their end users.
• Attend formal and informal training sessions to enhance their knowledge and progress to the next engineering position
• Develop and maintain processes for handling customer support incidents.

Skills on Resume: 

• Customer Experience Management (Soft Skills)
• Communication (Soft Skills)
• Call Management (Hard Skills)
• Ticket Handling (Hard Skills)
• Escalation Management (Hard Skills)
• Incident Triage (Hard Skills)
• Alert Monitoring (Hard Skills)
• Process Development (Hard Skills)