Provides detailed dand accurate feedback on field service activities and compiles clear and concise reports for submission to your supervisor to enable informed decisions to be made to resolve product issues.
Provides detailed dand accurate feedback on field service activities and compiles clear and concise reports for submission to your supervisor to enable informed decisions to be made to resolve product issues.
Plan and conduct technical training sessions for customers, EPC partners and internal teams to ensure proper understanding and effective use of products and solutions.
Design and implement a library of in-situ visual overlays that render the agent's belief in VR, and integrate them with the communication policy developed by the Co-PI's team.
Key Responsibilities Serve as a first point of contact for stakeholders, handling inbound calls, emails, and ticketing system requests professionally and efficiently, ensuring queries and issues are accurately logged and addressed Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels (e.g., phone, email, ticketing system), ensuring timely assignment and resolution in accordance with service level agreements (SLAs) Monitor and manage support tickets, escalating issues to the appropriate teams where necessary and following up to ensure closure Collaborate with internal teams and external vendors to analyse, test, and suggest enhancements to existing systems and processes Perform functional testing before deploying changes to production environments Assist in preparing communications to users regarding system updates, service changes, and scheduled disruptions Leverage AI-powered tools to streamline routine support tasks such as ticket categorisation, routing, and status updates, and contribute to the team's continuous improvement efforts Contribute to the continuous improvement of support processes, workflows, and documentation quality