Technical Support Analyst, Product Support @ Hexagon Manufacturing

Diagnose & resolve technical issues reported by customers & distributors.
Identify root causes and provide effective solutions to customers.
Provide technical support & guidance to customers on product usage & features across the globe.
Communicate effectively with customers to understand their needs and provide timely information, both verbally and in writing.
Manage & track customer issues, ensuring timely resolution and adherence to service level agreements (SLAs).
Work with various teams, such as product development, quality assurance & sales to ensure customer feedback is incorporated into product improvements.
Onboard customers across the globe if needed.
Provide training to new joiners in the sales team as required.
Escalate complex issues to high level support team or engineering teams with utmost clarity & customer data.
Gain in-depth knowledge of the organization s products and/or services.
Possesses strong interpersonal skills and effectively communicates with internal and external stakeholders.
Foster positive relationships with stakeholders & customers, ensuring their needs and expectations are met.
Act as a liaison between technical teams and non-technical customers.
Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification. Responds well to questions.
Work with co-located & remote teams.
Test application on different platforms by executing different test cases manually as needed.

Education / Qualifications