Customer & Technical Support Officer

JOB SUMMARY :

• Serve as the first point of contact for customer technical inquiries, complaints, and support requests.
• Understand customer issues, collect relevant information, and perform initial troubleshooting.
• Create, track, and maintain customer support tickets and issue records.
• Coordinate technical issues with Hardware, Firmware, Mechanical, QA, Production, and R&D teams.
• Follow up on issues until resolution and provide timely updates to customers.
• Support product installation, commissioning, testing, and troubleshooting.
• Prepare technical reports and support documentation.
• Escalate complex or critical issues to the relevant engineering team.
• Identify recurring issues and provide feedback for product improvement.

QUALIFICATION REQUIRED :

• Bachelor's degree in Engineering, Computer Science, IT, or related field.
• 2–3 years of experience in technical support, customer service, field service, or a similar role.
• Basic knowledge of electronics, networking, IoT, or troubleshooting.
• Good English communication skills, written and verbal.
• Strong problem-solving and customer communication skills.
• Able to work with cross-functional teams.
• Familiarity with issue tracking system, or similar tools is a plus.
• Willing to travel for customer support and field activities when required.