Technical Support Executive

Title: Technical Support Executive

Location: Onsite, Kuwait

Experience: 1-2 years in Kuwait, with domain knowledge

Role Description

Technical Support & Troubleshooting

• Provide technical assistance to customers via phone, email, remote support, and onsite visits.
• Diagnose and resolve product-related technical issues efficiently.
• Escalate complex problems to senior technical teams when required.
• Maintain detailed records of customer complaints, service activities, and resolutions.

Installation & Commissioning

• Coordinate and execute product installation and commissioning activities.
• Conduct performance testing and ensure products meet operational requirements.
• Provide end-user training on product usage and best practices.

Customer Service & Relationship Management

• Serve as the primary technical contact for assigned customers.
• Ensure timely response and closure of customer service requests.
• Build and maintain strong customer relationships to improve customer satisfaction and retention.

Service Coordination

• Coordinate with internal teams, suppliers, and service partners for issue resolution.
• Schedule preventive maintenance and service visits.
• Monitor warranty claims and spare parts requirements.

Documentation & Reporting

• Prepare service reports after each customer visit.
• Maintain technical documentation, manuals, and service records.
• Submit weekly and monthly service performance reports.

Continuous Improvement

• Identify recurring technical issues and recommend corrective actions.
• Support product improvement initiatives based on customer feedback.
• Participate in technical training and certification programs.

Work Location: In person