Job Description
In This Role, Your Responsibilities Will Be:
- Resolve technical issue for customers across all tires.
- Resolves customer’s technical issue during installation, implementation, and/or maintenance of NI products and platforms.
- Responsible for researching, replicating, performing customer’s 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.
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.
For This Role, You Will Need:
- Bachelor of Engineering or Computer Science required (Graduating student), preferred bachelor’s 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
