Technical Customer Success Specialist

Overview

Be the first point of contact for post-sales technical support on liquid cooling and power distribution equipment, owning each case from intake until the customer confirms resolution.

What you'll do

• Act as the first point of contact for post-sales technical support by phone, email, portal and ticket.
• Validate case completeness and accuracy, confirm product eligibility and support entitlement, classify by product line, issue type and severity, acknowledge to the customer and start the service level clock.
• Carry out first-line diagnosis against documented procedures, the knowledge base and product documentation, and resolve what can be resolved from the desk.
• Work directly with technicians on site, taking their findings and turning them into a case others can act on.
• Consult the Field Application Engineering team on technical questions the desk cannot answer, without handing the case away.
• Advance to Global Service at L2 or L3 according to the handover standard, retaining ownership of the case and customer relationship during this process.
• Record every interaction, fixing step and part replacement in Salesforce.
• Coordinate with Quality, Supply Chain and Production on warranty, spare parts and service logistics.
• Write and maintain knowledge-base articles and fixing guides, including content that feeds the customer self-service portal.
• Confirm resolution with the customer before a case is closed.
• Take part in the extended-hours rota and the on-call standby roster.

What you'll need

• Academic background in BE / B.Tech in Electrical or Mechanical Engineering.
• 1 to 3 years in technical support, customer service in a technical environment, or hands-on servicing of electrical or mechanical equipment.
• Able to manage a high volume of calls, email and tickets without losing quality or responsiveness.
• Composed with a customer whose operation is affected, and precise in writing about it afterwards.

Details

• Location: Bangalore, India.