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Technical Support Executive

Technical Support Executive

BD Agriculture (Malaysia) Sdn BhdKlang City, Selangor, Malaysia
2 hari lalu
Penerangan pekerjaan

Overview

BD Agriculture (Malaysia) Sdn Bhd – Bukit Raja, Selangor

Responsibilities

  • Customer Success Collaboration : Work closely with the Customer Success Manager (CSM) to drive successful customer usage and adoption of smart farming solutions.
  • Proactive Onboarding & Support : As part of the Customer Care team, ensure farmers are onboarded effectively and set up for success by anticipating and addressing potential challenges early.
  • Anticipate Customer Needs : Maintain regular contact with farmers to proactively identify issues, suggest improvements, and ensure the technology delivers optimal value.
  • Account Retention & Growth : Monitor customer health and proactively engage with farmers who may be at risk or could benefit from additional features or services.
  • Identify Product Adoption Gaps : Analyze usage data to uncover underutilized features and work with farmers to increase engagement and adoption.
  • Customer Journey Mapping & Optimization : Continuously refine the customer journey, guiding farmers through best practices for onboarding, feature adoption, and satisfaction.
  • Feedback Loop & Product Advocacy : Collect and relay customer feedback to inform product development and ensure the solution evolves with farmers’ changing needs.
  • Collaborative Problem Solving : Partner with Sales, Product, and Tech teams to anticipate and resolve complex customer challenges before they escalate.

Second-Level Technical Support Responsibilities

  • Technical Escalation Point : Act as the single point of contact for service teams across Asia for issues that cannot be resolved at the first or second support level.
  • Bug Analysis & Developer Support : Investigate software bugs by analyzing customer setups and assisting developers in reproducing issues. This may involve direct customer contact and remote access (e.g., via TeamViewer).
  • Installation Consulting : Advise service technicians on installing complex system setups to ensure smooth deployment and operation.
  • Software Testing : Conduct functional tests of software during development and prior to release to ensure quality and reliability.
  • Test System Setup : Prepare and maintain test environments to support development and troubleshooting activities.
  • Documentation Support : Contribute to technical documentation to support internal teams and improve customer-facing resources.

    • Requirements

  • Customer Success Collaboration : Work closely with the Customer Success Manager (CSM) to drive successful customer usage and adoption of smart farming solutions.
  • Proactive Onboarding & Support : As part of the Customer Care team, ensure farmers are onboarded effectively and set up for success by anticipating and addressing potential challenges early.
  • Anticipate Customer Needs : Maintain regular contact with farmers to proactively identify issues, suggest improvements, and ensure the technology delivers optimal value.
  • Account Retention & Growth : Monitor customer health and proactively engage with farmers who may be at risk or could benefit from additional features or services.
  • Identify Product Adoption Gaps : Analyze usage data to uncover underutilized features and work with farmers to increase engagement and adoption.
  • Customer Journey Mapping & Optimization : Continuously refine the customer journey, guiding farmers through best practices for onboarding, feature adoption, and satisfaction.
  • Feedback Loop & Product Advocacy : Collect and relay customer feedback to inform product development and ensure the solution evolves with farmers’ changing needs.
  • Collaborative Problem Solving : Partner with Sales, Product, and Tech teams to anticipate and resolve complex customer challenges before they escalate.

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    Technical Executive • Klang City, Selangor, Malaysia