Product Support Technician
1 week ago
**Overview**:
The main purpose of this role is to 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 (D)
- AXXIS Certificate will be an advantage
**Experience**:
- 2 years demonstrated experience in surface
- 2 years demonstrated experience using AXXIS system
- Surface mining experience
**Duties**:
**Product Performance Analysis**
- Work with development team in performance analysis of new products and enhancements.
- Analyse industry trends and market demands to recommend product enhancements.
- Analyse customer suggestions and recommend product revisions.
**Product Training**
- Provide product trainings to staffs and customers.
- Develop training materials and conduct trainings for new hires.
**Maintain Customer Relationships**
- Retain existing customers for business growth.
**Accurate Documentation**
- Maintain documentations for all support activities including product development, enhancement, engineering, and marketing activities.
- Document support activities, customer issues and resolutions for reference purposes.
**Job Competencies**:
- Excellent Problem Solving
- Capacity to work well within a team
- Customer Orientation
**General**:
**Role impacts**:
- Save Environment
- Stakeholder satisfaction (internal & external customer)
**Key Relationships**:
- Customers
- Any other stakeholder as may be deemed important and relevant from time to time
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