FCS Technical Support Officer at The Concept Group

Job Summary

• The Technical Support Officer will be the first point of contact for resolving all FCS-related matters which include onboarding of new clients, resolving communication issues between hardware and software, configuring hardware, and carrying out performance analysis to determine unit/client success rate.
• Work with the Research & Development, Implementation, and Recovery & control teams in resolving more technically advanced client issues.
• Immediate support via email, phone call, chat applications, desktop connection software like TeamViewer and other relevant applications will also be required.

Duties & Responsibilities

• Diagnose, troubleshoot, and identify solutions to resolve software and hardware issues
• Work closely with the Research & Development Techincal support officer to optimize client satisfaction
• Account setup, onboarding for new FCS clients
• Communication of updates and training clients on the solution features
• Guide clients on the usage of platform features with the use of written instructions and technical manuals.
• Communicate with client properly to quickly understand source of problem
• Resolve issues and provide accurate feedback to clients within agreed time limits
• Guide clients in resolving technical issues through a series of actions either via phone, email or chat
• Properly escalate unresolved issues to appropriate internal teams (e.g. Research & development, implementation etc.)
• Provide support to implementation engineers on the field based on diagnosis done to ensure seamless resolution of hardware issues
• Work closely with Research & Development, Recovery & Control, Implementation, Customer Support teams to optimize operations
• Refer to internal documentation to provide accurate technical solutions
• Ensure all issues are properly logged as well as prioritize and manage several technical issues open at one time
• Follow up with clients to ensure their platform interfaces are fully functional after troubleshooting
• Prepare and share FCS theft analysis report periodically with clients and internal teams
• Prepare other reports like healtcheck reports, unit/client success rate report etc. for internals teams and clients accurately and on time
• Document technical knowledge and client preferences in the form of notes and manuals
• Maintain cordial relationships with clients

Job Requirements

• Candidates should possess a B.Sc. in Electrical Electronics Engineering, IT, Computer Engineering, or any relevant field.
• Minimum of 1 year and above experience with a Technical support background.
• Interest in analyzing data to draw insights and problem-solving to ensure client satisfaction.
• Good understanding of electronics, computers systems and software platforms.