Custome Service Engineer

Key Responsibilities

Pre-Sales Support
· Conduct product demonstrations and presentations to showcase technical capabilities.
· Collaborate with sales to capture customer requirements and validate feasibility.
· Act as a technical advisor during sales discussions, addressing customer queries.
· Support proposal preparation from a service and technical perspective.
· Provide training and product familiarization sessions for customers and partners.

Post-Sales (Customer Support & L1 Troubleshooting)
· Serve as the first point of contact for customer complaints, service inquiries, and technical issues.
· Provide Level 1 technical troubleshooting, escalating to higher-level support teams when required.
· Ensure timely and professional resolution of cases, maintaining customer satisfaction.
· Document customer issues, troubleshooting steps, and solutions in the knowledge base.
· Provide structured feedback on recurring issues to improve product and service quality.

Customer Engagement & Continuous Feedback
· Maintain close communication with customers, ensuring expectations are managed effectively.
· Capture and relay product performance feedback to product and engineering teams.
· Participate in validation of new releases, ensuring alignment with market expectations.
· Support ongoing customer education through workshops, webinars, or training sessions.

Qualifications
· Diploma/Bachelor’s in IT, Electronics, Software Engineering, or related field.
· Minimum 2–3 years of customer-facing technical support or pre-sales role.
· Experience in POS solutions, payment systems, or related technologies preferred.
· Familiarity with Android systems and basic troubleshooting; coding knowledge is a plus.
· Strong communication and presentation skills, customer-oriented mindset.
· Able to work independently, with structured problem-solving skills and resilience under pressure.
· Multilingual proficiency (English is mandatory) is an advantage.