Product Support Technician
2 weeks ago
**Overview**: Develop knowledge bases and FAQs for product support activities. Work with support team to evaluate complex customer problem, identify root causes and derive resolutions
**Qualifications**:
- Grade 12
- Surface Blasting Certificate
- Certificate in Surface Blasting Technology (Academy of Explosives Technology)
- AXXIS Certificate will be an advantage
**Experience**: Previous surface or underground mining blasting experience (2 Years) Understanding and previous use of the AXXIS system (2 Years)
**Duties**:
- Work with development team in performance analysis of new products and enhancements.
- Analyse industry trends and market demands to recommend product enhancements.
- Work with Global Product manager in product promotional activities. Work with support team to provide product support and assistance to customers.
- Maintain documentations for all support activities including product development, enhancement, engineering and marketing activities.
- Provide product training to staffs and customers.
- Work with support team to evaluate complex customer problem, identify root causes and derive resolutions.
- Guide support team in addressing customer problems within established response time.
- Analyse customer suggestions and recommend product revisions.
- Support Account Managers in identifying new customers and retaining existing customers for business growth.
- Develop knowledge bases and FAQs for product support activities.
- Document support activities, customer issues and resolutions for reference purposes.
- Develop training materials and conduct training for new hires.
**Job Competencies**: Product Management (E)
**General**: Excellent Problem Solving Skills Logical Thinking Job Related Skills: Capacity to work well within a team Customer Orientation Attention to details Ability to priorities Expert knowledge of AXXIS systems
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