About the role
Responsibilities:
- Provide technical support to customers via phone, email, and chat for hardware and software-related issues.
- Diagnose and troubleshoot technical problems using Spintly's internal diagnostic tools and support systems.
- Execute Python scripts and automation tools to assist in debugging, testing, and issue resolution.
- Develop, maintain, and update technical documentation, including user manuals, troubleshooting guides, and FAQs.
- Collaborate with Product, Engineering, and Customer Success teams to resolve complex technical issues.
- Gain in-depth knowledge of Spintly products and solutions to effectively support customers.
- Monitor, analyse, and resolve customer-reported issues within defined SLAs.
- Conduct customer training sessions and provide technical guidance when required.
- Travel to customer locations for implementation support, training, and requirement gathering.
- Stay updated with emerging technologies, product enhancements, and industry best practices.
Requirements:
- Diploma, B. E., B. Tech, or equivalent in Electronics, Electronics and Communication, Computer Science, Information Technology, or related disciplines.
- 1-3 years of experience in Software Support, Application Support, Technical Support, or Product Support roles.
- Strong understanding of electronics hardware, wiring, networking, and troubleshooting concepts.
- Basic knowledge of Python scripting or similar scripting languages.
- Familiarity with REST APIs, Postman, JSON, and API troubleshooting.
- Knowledge of SQL and database concepts will be an added advantage.
- Excellent analytical and problem-solving abilities.
- Strong verbal and written communication skills.
- Ability to interact effectively with both technical and non-technical stakeholders.