Product Support Technician
3 days 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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