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Customer Support Executive

2 months ago

Singapore THE SUPREME HR ADVISORY PTE. LTD. Full time
Roles & Responsibilities

Customer Support Executive (CSE) - Video Analytics


Location: Ayer Rajah Crescent


Roles & Responsibilities:

- Customer and Site Management:

  • Act as the primary liaison for customers and sites.
  • Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.
  • Collaborate closely with customers to comprehend their technical needs and provide customized solutions.
  • Offer ongoing technical guidance, support throughout the deployments by understanding the users’ pain points and recommending solutions to address them.
  • Conduct training sessions and workshops to educate customers on the utilization of company products and technologies.
  • Ensure customer satisfaction and retention.
  • Monitor and report on key customer success metrics.
  • Willingness to travel to customer sites as required

- Physical Deployment of Video Analytics solutions:

  • Deliver and install hardware to integrate company's Video Analytics solutions into customers’ workflows and systems.

- Troubleshooting:

  • Troubleshoot and resolve technical issues to ensure customer satisfaction.

- Platform Administration:

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

- Cross-functional collaboration:

  • Coordinate internal resources to address customer requirements effectively.
  • Work collaboratively with internal teams to enhance the overall customer experience.
  • Provide constructive product feedback and suggestions to Company’s technology team.

- Documentation:

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

- Mentor for Interns:

  • Provide guidance to interns on efficient and effective practices in daily tasks.
  • Impart knowledge and experience in implementation of Video Analytics solutions and customer management to ensure customer satisfaction.

- Keeping current:

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

Job Requirement

  • 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.
  • Proficient in project management and organizational skills.
  • Familiarity with Project Management software (like Jira, Confluence) and customer success metrics.

Tell employers what skills you have

Account Management
Confluence
Troubleshooting
Dashboard
Customer Support
Video Analytics
Site Management
Customer Engagement
Customer Relationships
Customer Success
Administration
Computer Vision
CCTV
Camera
JIRA
IP
Customer Management
Presentation Skills
Customer Satisfaction
Technical Support