Job Description

:

We are seeking a detail-oriented and client-focused

Customer Support Engineer

to handle technical setup, software installation, and comprehensive training for our clients. This role involves managing technical support requests, troubleshooting issues, coordinating remote installations and updates, and ensuring clients are confident and successful in using our systems. You will play a critical role in delivering an excellent customer experience by addressing client questions thoroughly and proactively.

Key Responsibilities:

1. Software Installation & Configuration

Conduct virtual sessions with clients to guide them through software installation and configuration. Ensure system compatibility, troubleshoot setup issues, and optimize initial configurations based on client needs.

2. Technical Training & Usage Guidance

Provide personalized, step-by-step training on system operation, best practices, and preventative maintenance. Equip clients with clear dos and don'ts for proper system usage. Tailor training for users across various backgrounds such as physiotherapists, diabetes specialists, and healthcare technicians.

3. Client Support & Troubleshooting

Serve as the first line of technical support via assigned support channels. Analyze and troubleshoot client-reported issues, escalating complex cases as needed. Ensure timely resolution of issues while maintaining high customer satisfaction.

4. Software Updates & Follow-Up Training

Coordinate with the product team to plan and execute software updates. Conduct follow-up sessions to explain new or improved features and ensure smooth adoption.

5. Testing & Quality Assurance

Perform basic testing of new features and updates, simulating real-world usage. Document issues identified during testing and collaborate with development teams to resolve them.

6. Occasional On-Site Support

Provide on-site installation, training, and support when required. Travel to client locations based on contracts and service obligations.

7. Documentation & Reporting

Maintain organized records of installations, support interactions, and training outcomes. Prepare clear, user-friendly documents to assist clients in resolving common issues. Share recurring client challenges with the product team for continuous improvement.

8. Customer Engagement & Relationship Management

(New Point Added)

Stay consistently engaged with existing and newly onboarded customers through regular follow-ups. Collect feedback on products and software, understand their experience, and identify improvement areas. Act as the customer's advocate internally by conveying their needs and insights to management. Contribute to enhancing the organisation's offerings and maintaining strong, healthy client relationships.

Requirements:

Bachelor's degree in Engineering, IT, Biomedical Engineering, or related field. 1-2 years of experience in customer support, technical support, or field service (preferably in healthcare or medical equipment). Strong troubleshooting and problem-solving skills. Excellent communication and customer-handling skills. Customer first mindset & approach Ability to work independently in a remote support environment. Familiarity with healthcare or physiotherapy equipment is an advantage. Willingness to travel occasionally for on-site support.

What We Offer:

A collaborative, growth-oriented environment in a fast-growing healthcare technology sector. Hands-on experience with advanced plantar pressure systems. Competitive salary, benefits, and professional development opportunities.

Workdays:

Monday to Saturday (6 days)
Job Types: Full-time, Permanent

Pay: ?300,000.00 - ?400,000.00 per year