Role & responsibilities:

- Respond to customer inquiries and provide technical support via phone, email, or chat.

- Diagnose and troubleshoot calibration issues reported by customers, ensuring timely resolution.

- Log and track customer interactions, issues, and resolutions in a detailed and organized manner.

- Escalate unresolved or critical issues to the appropriate teams or higher levels of support.

- Stay up-to-date on the product knowledge, new releases, and industry trends.

- Provide guidance and training to customers on the product functionalities, features, and best practices.

- Collaborate with cross-functional teams, including development and QA, to report and prioritize software bugs and enhancements.

- Contribute to the creation and improvement of support documentation, including knowledge base articles and troubleshooting guides.

- Identify patterns in customer issues and provide feedback to enhance product usability and customer experience.

- Participate in on-call rotations and handle urgent customer issues outside regular business hours, if required.

Preferred candidate profile:

- B.E in Electronics / Instrumentation or a related field.

- Fresher or Minimum of 1-2 years of experience in a software support or technical role.

- Excellent problem-solving skills with attention to detail.

- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.

- Customer-focused mindset with a passion for delivering exceptional support experiences.

- Ability to work independently, prioritize tasks, and manage multiple customer inquiries simultaneously.

- Familiarity with ticketing systems and support software (Salesforce) is a plus.

- Flexibility to work in shifts and participate in an on-call rotation if required.