Technical Support Executive

Purpose of the role:

A Technical Support Executive's role is to manage all reported Bad Actor devices through EJ analysis, provide reports, propose best possible technical resolution, remote support and communicate with device vendors on complicated issues.

Working Relationships:

Internal: Technical Support , Repair Centre, Spare-part Store, and Field Operations

External: Clients (Retailers and Bankers), and vendors

Key Accountabilities:

• Analyzing EJ of Bad actor device, propose possible best solution and assign Senior Engineers to perform remedial tasks.
• Identify root cause and resolution plan for bad actor device in EJ analysis report.
• To investigate suspected parts quality issues with the repair centre/vendor and provide finding reports and resolution.
• Responsible in customer's dispute cases, including assigning engineers to copy RAS files and Note Serial logged, review EJ, compare recon tables, work with S...