Technical Support Executive

Responsibilities:

• Provide technical support to customers and sales teams via email, phone, or support systems, focusing on Connectivity and Cabinet Efficiency
• Handle product‑related enquiries, including:
• Product specifications
• Basic application guidance
• Troubleshooting and issue resolution
• Accurately document and track technical cases in the support or CRM system in accordance with procedures
• Analyse technical issues and provide timely solutions based on product knowledge and documentation.
• Escalate complex or unresolved cases to Application Engineers, Product Marketing, or relevant technical teams when required.
• Follow up on open cases to ensure resolution within agreed service levels.
• Support Sales and Customer Service teams with technical clarifications to enable smooth order processing and customer communication.
• Coordinate with internal stakeholders (e.g. Application, Quality, Supply Chain) on technical matters affecting customers.
• Assist in identifying recurring issues and propose improvement actions.
• Maintain accurate records of technical cases, solutions, and customer feedback.
• Contribute to the maintenance of technical documentation, FAQs, or knowledge bases.
• Support internal training or briefing sessions by sharing common issues and product learnings.
• Ensure all technical support activities comply with company policies, quality standards, and safety requirements.
• Handle customer and company information confidentially and professionally.
• Support continuous improvement initiatives in technical support processes.

Requirements:

• Diploma or Degree in Electrical, Electronics, Automation, Engineering, or related technical discipline.
• Minimum 2–4 years of experience in technical support, customer service, or a technical function.
• Basic understanding of industrial products or electrical / electronic components, especially in the field of Connectivity and Cabinet Efficiency is an advantage.
• Experience working with CRM or ticketing systems is a plus.