Software Support Specialist

3 weeks ago

Bengaluru, Karnataka, India Kardex Full time
Kardex India Pvt Ltd is seeking a motivated self-starter to join our India Life Cycle Service (LCS) Team in the role of Software Support Specialist to be based in Bangalore.

As Software Support Specialist, you are responsible for the entire range of remote software services such as troubleshooting including the up and down stream to all connected systems, software maintenance, software updates, upgrades and modification services, as well as software engineering service for the entire Software Suite to hands of CPT1.3, and interface to 3rd level support from factories (Factory Service Center Software) and 3rd party software suppliers.

Your tasks

RESPONSIBILITIES

Receive and process Software Support calls from Level 1 Customer Support handling Dedicated Customer Support Phone Number (Dispatchers) Communicate with the customer to provide Software Support Provide technical support, using product knowledge, knowledgebase tools and collaborating with other Kardex employees to investigate and verify reported product problems in software, firmware, hardware and documentation. Development of software for machine controls in the field of automated storage facilities Creation of time and cost estimates Selection and evaluation of external software Preparation of the technical documentation Escalate support calls to Factory Support Centre (Level 3) in case that the problem cannot by handled by Software Support Specialist. Identify when customer needs training, sell the training and travel onsite to provide it Ensure that all technical enquiries are logged onto a call handling database, ensuring completeness of information such that the evaluation of field enquiries and failures can be produced. Update support call resolution progress, final solution and time spent with Level 1 support Investigate and verify reported product problems in software, firmware, hardware and documentation. Document the problem via the appropriate vehicle, work with appropriate group to resolve the problem, and follow up with the customer when the problem is solved Solving of database related issues, special queries (not updates, structure changes) Write Technical Notes, Technical Bulletins, Knowledgebase Documents and other documentation to inform the field of solutions to commonly experienced problems, workarounds, installation practices that create problems, etc. to improve customer satisfaction and acceptance Adopt a 'customer first' approach in order to deliver the highest possible customer satisfaction Respect the contract between Kardex and the customer Promote service contracts and other service products offered by Kardex Generate income leads

REQUIREMENTS

Technical degree in Computer Sciences, Software Development or IT (Relevant experience can compensate a lack of education) Experience with software installation at the customer Experience in industrial communication and interfaces Experience in integration of mechatronic systems with warehouse management and ERP software High level of technical/electronic/software experience covering knowledge of hardware and appropriate software  Experience in field customer service Familiar with diagnostic methods Very high computer skills Technical / mechanical / electronic experience

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