Technical Support Engineer

Found in: Appcast Linkedin IN C2 - 2 weeks ago

India LANDI Global Full time

About LANDI Global:

LANDI has been a trusted name in payment and merchant solutions for 18 years, supported by a dedicated team of over 500 employees. Each year, we proudly distribute 8 million POS devices globally. Our product range includes versatile POS devices, Electronic Cash Registers, and software solutions, all designed to simplify payment processing, sales tracking, inventory management and data capture for businesses. As a reliable technology partner, our commitment is to provide superior quality products and services to our clients. Innovation lies at the heart of LANDI's operations, driving us to constantly evolve and shape the "future of commerce".


Key Responsibilities:

Customer Support:

  • Provide timely and effective technical support.
  • Diagnose and troubleshoot hardware and software issues, guiding customers through resolution.

Problem Resolution:

  • Analyze, isolate, and promptly resolve technical problems with minimal disruption to customer operations.
  • Collaborate with cross-functional teams to address complex technical issues.

Documentation:

  • Create and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
  • Provide input for improving product documentation based on customer interactions.

Escalation Management:

  • Escalate unresolved issues to appropriate internal teams and ensure timely resolution.
  • Communicate clearly with customers on the status and resolution of escalated issues.

Training and Guidance:

  • Conduct training sessions for customers on the proper use and maintenance of our payment hardware.
  • Offer guidance to customers on best practices for optimal system performance.

Quality Assurance:

  • Participate in quality assurance activities, testing new product releases, and providing feedback to the development team.

System Integration:

  • Own the integration of devices and software with clients' systems.
  • Coordinate internally with development team to acquire local certifications.
  • Collaborate with clients to customize integration solutions based on their infrastructure.

Client Relationship Management

  • Proactively engage with clients to understand evolving needs and challenges.
  • Regularly assess and ensure client satisfaction, addressing concerns promptly.

Internal Coordination

  • Act as a liaison between clients and internal stakeholders, defining and communicating client requirements.
  • Ensure effective internal communication and collaboration to meet client expectations


Requirements:

Educational Background:

  • Minimum 5 years of experience in technical support roles, preferably in the payment hardware industry and/or Android ecosystem.
  • Certifications in relevant technologies and platforms are a plus.

Customer Support Skills:

  • Demonstrated ability to provide excellent customer support through various communication channels.
  • Experience in guiding customers through troubleshooting processes.

Documentation Skills:

  • Proficient in creating and updating technical documentation, FAQs, and troubleshooting guides.
  • Experience in contributing to product documentation improvement based on customer interactions.

Problem-Solving:

  • Strong analytical and problem-solving skills, with the ability to isolate and resolve technical issues promptly.
  • Collaborative approach to addressing complex technical problems with cross-functional teams.
  • Proven track record in diagnosing and resolving hardware and software issues.

Training and Education:

  • Experience in conducting training sessions for clients on hardware usage, maintenance, and best practices.
  • Ability to develop training materials and resources to enhance client understanding.

Quality Assurance:

  • Participation in quality assurance activities, including testing new product releases.
  • Providing valuable feedback to the product development team based on customer experiences.

System Integration:

  • Proven experience in integrating hardware and software seamlessly with clients' systems.
  • Collaborative approach in customizing integration solutions based on client infrastructure.

Client Relationship Management:

  • Demonstrated ability to proactively engage with clients, understand their needs, and ensure satisfaction.
  • Experience in addressing client concerns promptly and effectively.

Internal Coordination

  • Previous roles involving acting as a liaison between clients and internal stakeholders.
  • Effective communication skills to ensure collaboration and meet client expectations.


Benefits:

  • Competitive salary and performance-based bonuses.
  • Ample opportunities for career advancement and professional development.
  • Collaborate with a passionate and talented team committed to achieving outstanding results.
  • A diversified and inclusive work environment that actively champions equal opportunity.
  • Flexible hybrid work arrangements, balancing office collaboration with the convenience of working from home.

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