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Customer Support Executive

2 months ago

Ayer Raja New Town, Singapore AILYTICS PTE. LTD. Full time

Customer Support Executive (Video Analytics)

Responsibilities:

Customer and Site Management:

o Act as the primary liaison for customers and sites.

o Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.

o Collaborate closely with customers to comprehend their technical needs and provide customized solutions.

o Offer ongoing technical guidance, support throughout the deployments by understanding the users' pain points and recommending solutions to address them.

o Conduct training sessions and workshops to educate customers on the utilization of Ailytics' products and technologies.

o Ensure customer satisfaction and retention.

o Monitor and report on key customer success metrics.

o Willingness to travel to customer sites as required.

Physical Deployment of Video Analytics solutions:

o Deliver and install hardware to integrate Ailytics' Video Analytics solutions into customers' workflows and systems.

Troubleshooting:

o Troubleshoot and resolve technical issues to ensure customer satisfaction.

Platform Administration:

o Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.

Cross-functional collaboration:

o Coordinate internal resources to address customer requirements effectively.

o Work collaboratively with internal teams to enhance the overall customer experience.

o Provide constructive product feedback and suggestions to Ailytics' technology team.

Documentation:

o Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.

Mentor for Interns:

o Provide guidance to interns on efficient and effective practices in daily tasks.

o Impart knowledge and experience in implementation of Video Analytics solutions and customer management to ensure customer satisfaction.

Keeping current:

o Stay informed about the latest industry trends and technologies to enhance customer success strategies.

Requirements

Willingness to learn

Demonstrated resilience learning/executing

Demonstrated experience in a customer success or account management role.

Proven background in technical support roles.

Knowledge of Computer Vision or Video Analytics or IP camera technologies and platforms is a great plus.

Excellent communication, interpersonal, and problem-solving skills.

Strong project management and organizational skills.

Familiarity with Project Management software (like Jira, Confluence) and customer success metrics.

A service mindset with a passion for working with technical customers.

Customer-first mentality with a high dose of empathy.

Self-starter, growth mindset, and able to work cross-team.

Why work at Ailytics?

Join Ailytics in transforming the industrial sector with AI-powered solutions.

A fun team to be in, with high standards and a culture of transparency and collaboration.

Flexible working arrangements such as choice of location, and async work environment.

Constant training and coaching on Video Analytics solutions and its impact.

Be part of a lean and fast-growing team tackling an ever-expanding market locally and abroad.

You will be stretched and given career opportunities to grow laterally and vertically.