Software Support Engineer
2 weeks ago
Kardex India Pvt Ltd is a leading provider of innovative logistics solutions. Our mission is to deliver exceptional customer experiences through our expert services.
Job DescriptionWe are seeking a highly motivated and self-driven Software Support Specialist to join our India Life Cycle Service (LCS) Team in Bangalore. As a key member of our team, you will be responsible for providing remote software support services, including troubleshooting, maintenance, updates, upgrades, and modification services for our entire Software Suite.
Your Key Responsibilities:- Receive and process software support calls from Level 1 Customer Support, handling dedicated customer support phone numbers.
- Communicate with customers to provide software support, using product knowledge, knowledgebase tools, and collaborating with other Kardex employees to investigate and verify reported product problems.
- Develop 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 technical documentation.
- Escalate support calls to Factory Support Centre (Level 3) in case the problem cannot be 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.
- Update support call resolution progress, final solution, and time spent with Level 1 support.
- Investigate and verify reported product problems, document the problem via the appropriate vehicle, work with the appropriate group to resolve the problem, and follow up with the customer when the problem is solved.
To succeed in this role, you will need:
- A technical degree in Computer Sciences, Software Development, or IT, or relevant experience can compensate for 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.
- A high level of technical/electronic/software experience covering knowledge of hardware and appropriate software.
- Experience in field customer service.
- Familiarity with diagnostic methods.
- Very high computer skills.
This estimate is based on industry standards and market conditions. We offer a competitive salary package, including benefits such as health insurance, retirement plans, and paid time off.
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