Ackcio builds reliable industrial IoT solutions to automate the process of monitoring geotechnical and structural sensors across construction, infrastructure, rail and mining. We have clients in over 45 countries across 6 continents. Our business is growing rapidly, and we are looking for a Technical Support Executive to boost our growth.
Responsibilities
- Establish a trusted, strategic advisor relationship with each client and drive continued value of our products and services.
- Help identify individual customer challenges and develop action plans to address their needs in a clear and timely manner.
- Generate fresh ideas and best practices on how to proactively improve our users experience and increase adoption of our products.
- Be a champion for Ackcio's technical best practices, educating customers on the best and most effective ways to use our products and services in their projects.
- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Work to identify and/or develop upsell opportunities or areas where our customers could further adopt our product within their organisation.
- Collaborate with cross-functional teams by providing important customer feedback, process-improvement suggestions and other actions that involve improving our product.
- Demonstrate product expertise through interactions with customers.
- Engage customers via email, phone calls, and presentations to help them become more successful.
- Conduct product demonstrations and training sessions to improve user adoption.
- Develop, prepare, and nurture customers to achieve success.
- Advocate customer needs/issues cross-departmentally
- Assist the company sales team by getting involved in pre-sales activities to tailor our solutions to meet the customer requirements.
Responsibilities
Technical Support Strategy and Issue resolution:
- Define processes and procedures for handling customer inquiries, issues, and escalations.
- Oversee the resolution of complex technical issues and challenges faced by clients and ensure adherence to SLAs and response times.
- Collaborate with technical teams to troubleshoot and diagnose problems effectively.
- Ensure proper documentation of reported issues, solutions, and best practices.
Technical Expertise and Customer Communications:
- Maintain a deep understanding of the company's products and services.
- Provide technical guidance and assistance to both the support team and customers.
- Interact directly with key clients to understand their needs and concerns.
- Keep clients informed about issue status, resolution progress, and updates.
Data Analysis and Reporting
- Analyze support metrics, customer feedback, and trends to identify areas for improvement.
- Generate regular reports on team performance, issue resolution, and customer satisfaction.
- Use data insights to make informed decisions and drive continuous improvement.
- Monitor and measure customer satisfaction levels and gather feedback to implement strategies that enhances customer satisfaction and loyalty.
Requirements
- Bachelor's degree (Computer Science, Electronics Engineering, or equivalent degree).
- Strong technical background and proven proficiency in troubleshooting technical issues and problem solving ability.
- 2+ years of relevant experience in technical support, customer support, or a related role
- Willing to travel and go to customer sites to assist our overseas clients if required.
- Excellent communication skills and strong customer focus with a pleasant and friendly personality. Fluency in written and spoken English is essential, additional languages beneficial.
- Basic proficiency in data analysis to understand support metrics and trends and use data to drive decisions and improvements.
- Demonstrated ability to learn new skills quickly.
- Thrives in a fast-paced environment and can adjust priorities on-the-fly.
- Proven ability to lead and manage initiatives to completion, multi-task, and work within tight deadlines.
- Ability to work independently and as a part of a team.
- Goal oriented approach with a focus on maintaining workflows and meeting deadlines.
- Must want to help customers succeed - when they are successful, we are successful!
