Technical Support Specialist

Job Description

Location: India Job Summary We are seeking a customer-focused and detail-oriented Technical Support Specialist to join our team in India. The ideal candidate will be responsible for providing timely and accurate technical support to customers, supporting presales activities, maintaining repair records, and coordinating closely with product, sales, and marketing teams to ensure a high level of customer satisfaction. Key Responsibilities 1.Customer Support & Communication *Respond to customer inquiries and technical issues via phone, email, or SMS in a timely and professional manner. *Gather and document customer feedback, and communicate insights with the Product, Sales, and Marketing teams to support product improvement and customer satisfaction. 2.RMA and Parts Management *Handle RMA processes, including issuing and receiving charge notices and returned products. *Record all RMA activities accurately on the company’s system platform. *Manage logistics related to the collection and delivery of sales parts. 3.Documentation & Payment Follow-Up *Prepare necessary after-sales documents such as delivery orders, material request cards, purchase requisitions, and invoice registration. *Track and follow up on outstanding after-sales payments. *Organize, categorize, and maintain after-sales documentation. 4.Presales Technical Support *Support limited presales activities such as conducting product demonstrations and resolving technical questions. *Identify customer needs and guide them on using specific features of the product. *Share timely updates on technical issues with the India team and ensure clear communication with customers. *Follow up on customer issues to ensure resolution and satisfaction. 5.Device Repair & Record Management *Repair returned or defective devices and ensure repair records are accurately maintained in the system. 6.Other Responsibilities *Comply with business and operational policies established by HQ. *Complete other tasks and assignments as delegated by the supervisor or HQ team. Qualifications & Skills *Bachelor’s degree in Electronics, IT, Engineering, or a related field preferred. *2+ years of experience in technical support or electronics servicing, ideally in the AIDC or barcode technology sector. *Strong troubleshooting skills and technical knowledge of AIDC/barcode scanners, printers, or similar devices. *Excellent communication skills in English (both verbal and written). *Strong organizational and documentation abilities. *Experience with CRM or RMA systems is a plus. *Ability to work independently and collaboratively with cross-functional teams. Show more Show less