Technical Support Lead

1 month ago

Delhi, India ViewSonic Full time
About ViewSonic: ViewSonic is a leading global provider of visual solutions dealing with Monitors, Projectors and Interactive Flat panels. Our high-quality products and solutions help businesses, educational institutions, and corporate customers. Our innovative products include the myViewBoard suite, ClassSwift, TeamOne, Manager, and other software solutions designed to enhance digital learning and collaboration.

Role OverviewPrimary technical liaison between ViewSonic, EdSync vendor, and customers. Focus on vendor coordination, technical support, and system performance optimization.

Key Responsibilities:Vendor CoordinationMain technical point of contact with EdSync vendorTechnical requirements communication and negotiationIssue resolution managementOversight of updates and new features implementationTechnical Support and TroubleshootingHigh-level technical support provision for critical issuesProblem resolution coordination with vendor and internal IT teamsL1 escalation point of contact within ViewSonicCustomer satisfaction ensurance through prompt and effective issue resolutionPre-sales and Post-sales Technical ExpertiseTechnical feature demonstrations and architecture explanationsto potential clientsOngoing technical guidance and support for existing customersEdSync system capabilities and limitations articulationto sales team and customersPerformance Monitoring and ReportingTechnical KPI establishment and trackingRegular system performance monitoring and analysisPerformance improvement recommendations based on data analysisTechnical Documentation ManagementComprehensive technical documentation creation and maintenanceKnowledge base development for internal teams and customers

QualificationsBachelor’s degree in computer science or related field5+ years in technical roles, ERP or education technology experience preferredStrong vendor management and customer support skillsExcellent problem-solving and communication abilitiesIn-depth ERP architecture and system integration knowledge

This role is crucial for EdSync's successful implementation, ongoing support, andcontinuous improvement.

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