Job Description
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In This Role, Your Responsibilities Will Be:
- Resolve technical issue for customers across all tires.
- Resolves customerโs technical issue during installation, implementation, and/or maintenance of NI products and platforms.
- Responsible for researching, replicating, performing customerโs root cause analysis and providing solution to customers within SLA time frame.
- Build team and customer technical proficiency
- Identifies and anticipates technical gaps within the organization and works with management to build that product, system or technical expertise.
- Educates customers through training and technical support engagements. Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
- Advocates for the customer experience within the company
- Provides customer experience improvement feedback to relevant functions.
- Reports design, reliability, or maintenance issues or bugs to R&D that arise during single incident support interactions.
- Escalates complex technical issues internally to the appropriate group while maintaining ownership of customer interaction.
- Enable customers to self-service
- Captures and documents knowledge to enable self-service resolution. Learns and adopts Knowledge-Centered Service (KCS) methodology.
- Enables customers to self-service by creating and editing Knowledge based articles.
- Utilize previously acquired technical experience to become actively involved to resolve problems.
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Who You Are:
You seek out experts and innovators to learn about the impact emerging technologies might have on your business. You keep in touch with customers. You have great listening skills.
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For This Role, You Will Need:
- Bachelor of Engineering or Computer Science required (Graduating student), preferred bachelorโs in electrical engineering, Mechanical Engineering, Computer Engineering, or Computer Science.
- Proficiency in one or more programming language is required. (LabVIEW experience is preferred)
- Availability to travel in Korea