Imaris Technical Support Engineer

Role Details

Key Responsibilities

• Providetimely,professional,andaccurateresolutiontocustomertechnicalissuesviaphone,email,andremotesessions.
• Application Guidance & Training: Conduct online and on-site training (both one-on-one and in small groups) to educate customers on core software features, advanced modules and best practices.
• Pre-sales & Post sales support: Assist sales team with software demonstrations and technical evaluations for potential customers. Manage software installation, activation and onboarding for new clients.
• KnowledgeBaseDevelopment:Createandmaintaintechnicalsupportdocuments,FAQs,tutorialvideos,andotherknowledgebasematerialstoenhanceteamefficiencyandcustomerself-service.
• VoiceoftheCustomer:Actasacriticallinkbetweencustomersandtheproductdevelopmentteambysystematicallycollecting,analyzing,andfeedbackingcustomerrequirements,painpoints,andsuggestionsforproductimprovement.
• Customer relationship management: Build and maintain strong, long-term relationships with customers to ensure high satisfaction and loyalty.
• Assist in other regional marketing activities in their region including road shows, trade exhibitions and mailshots.
• Any other duties as may be reasonably requested from time to time by your Line Manager.

Indicative Performance Measures

• Customer support tickets/cases completeness and efficiency.
• Customer satisfaction.
• Work performance improvement per year.
• Service business performance

Person Specification - Essential requirements unless stated

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