Technical Support Executive - Bukit Raja

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.