Source description
About the role
Develop and maintain close relationships with the customer base, ensuring clear and effective communication. Investigate and diagnose technical issues, providing accurate and timely solutions, including solving complex engineering problems. Work closely with the development team to report bugs and suggest improvements based on client feedback and needs. Provide technical support through our Helpdesk, email, and remote sessions, resolving client issues quickly and efficiently. Manage support activities and client interactions through our Helpdesk, and document actions in the HubSpot CRM, ensuring accurate and accessible records. Develop a deep understanding of TRACTIAN products, correlating features with client operations to identify and suggest improvements and new tools. Assist in creating and maintaining support documentation and knowledge bases, sharing your technical expertise with the team and clients. Analyze mechanical, electrical, and operational spectra, interpret technical drawings, and understand industrial processes, including knowledge of PPCM (Planning, Programming, and Control of Maintenance) and its operational routines. Be proactive in seeking improvement opportunities, focusing on enhancing operational efficiency and customer satisfaction.
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