oracle
Technical Support Engineer
Emerson
Bengaluru, IND
Full-time
Senior
Hybrid
Discovered 3 days ago
National Instruments (NI)Knowledge-Centered Service (KCS)
Free
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National Instruments (NI)Knowledge-Centered Service (KCS)
Key Skills for This Role
National Instruments (NI)Knowledge-Centered Service (KCS)
Full Job Posting
- Resolve technical issues for customers across all account tiers, ensuring timely and effective solutions.
- Apply advanced product, platform, and system knowledge to guide customers through their entire journey and help them achieve successful outcomes.
- Serve as a primary technical resource for collaboration, supporting peers through informal escalations, technical discussions, and knowledge sharing.
- Coach and support less experienced Technical Support Engineers on technical concepts, troubleshooting approaches, and support processes.
- Identify potential sales opportunities during technical interactions and communicate them through the appropriate sales channels.
- Build customer proficiency through technical support engagements, formal training sessions, and educational initiatives.
- Scope and deliver paid technical consulting services when product or platform expertise is required.
- Apply Knowledge-Centered Service (KCS) methodologies to create, improve, and maintain knowledge articles, how-to guides, and self-service content.
- Identify knowledge gaps and provide actionable feedback to improve customer-facing content.
- Advocate for customer experience improvements by sharing insights and recommendations with cross-functional teams.
- Report product quality, reliability, maintenance concerns, and software or hardware defects to research and development teams.
- Communicate customer feedback and enhancement requests to product planning and development teams.
- Proficiency in English, including strong verbal and written communication skills.
- Bachelor's degree in Engineering, Computer Science, or a related technical discipline.
- Hands-on experience in a customer-facing technical support, application engineering, systems engineering, or similar role.
- Ability to manage and advocate for customer issues while effectively prioritizing multiple tasks and responsibilities.
- Strong troubleshooting, analytical, and problem-solving capabilities.
- Willingness and ability to work from an Emerson office and customer locations as required.
- Availability to travel up to 20% within the Asia Pacific region.
- Degree specialization in Electrical Engineering, Computer Engineering, or Computer Science.
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