Senior Technical Support Specialist

2 weeks ago

Greater Bengaluru Area, India ViewSonic Full time

About ViewSonic: A leading global provider of visual solutions, our products help businesses and educational institutions. Our innovative suite includes the myViewBoard, ClassSwift, TeamOne, Manager, and other software designed to enhance digital learning and collaboration.

Technical Liaison Role Overview

We seek a technical support lead to coordinate vendor relationships, provide high-level technical support, and optimize system performance.

Main Responsibilities:

  • Main point of contact with EdSync vendor
  • Technical requirements negotiation and communication
  • Issue resolution management
  • Oversight of updates and new features implementation

Tech Support and Troubleshooting

  • High-level tech support provision for critical issues
  • Problem resolution coordination with vendor and internal teams
  • L1 escalation point of contact within ViewSonic
  • Prompt and effective issue resolution for customer satisfaction

Pre-sales and Post-sales Expertise

  • Technical feature demonstrations to potential clients
  • Ongoing technical guidance and support for existing customers
  • EdSync system capabilities articulation to sales team and customers

Performance Monitoring and Reporting

  • Establishment and tracking of technical KPIs
  • Regular system performance monitoring and analysis
  • Recommendations for performance improvement based on data

Documentation Management

  • Creation and maintenance of comprehensive technical documentation
  • Development of a knowledge base for internal teams and customers

Requirements

  • Bachelor's degree in computer science or related field
  • 5+ years in technical roles, ERP or education technology experience preferred
  • Strong vendor management and customer support skills
  • Excellent problem-solving and communication abilities
  • In-depth ERP architecture and system integration knowledge

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

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