Technical Customer Support Specialist
vor 1 Woche
Who we are
Senbiosys has developed the VELIA smart ring, a next-generation health monitoring device leveraging proprietary and innovative PPG technology. The VELIA ring is designed to enhance health and embrace self-awareness.
Role Description
This is a full-time on-site role for a Technical Customer Support Specialist located in Neuchâtel, Switzerland. The specialist will be responsible for providing customer support, technical support, and troubleshooting for the VELIA smart ring on a daily basis. The role will be analyzing warranty claims and handling warranty-related tasks in close cooperation with engineering and logistics teams.
Key responsibilities
- Collaborate closely with the engineering and operations team to gain a comprehensive understanding and knowledge of the product's hardware and software features and usage.
- Help our customers with technical questions and issues.
- Assist customers by remotely diagnosing faults or defects in non-functioning products.
- Coordinate warranty returns together with logistics team.
- Physically troubleshoot and test returned units in our lab.
- Create inspection and testing procedures and work instructions for third party returns operators.
- Oversee the total warranty processes.
- Manage returns inventory.
- Analyze and report failure reasons, test results, and processes to support continuous improvement and facilitate knowledge sharing across the teams.
- Present findings, KPIs and solutions to internal stakeholders.
Qualifications
- Technical support and troubleshooting capabilities
- Strong analytical skills
- Excellent problem-solving abilities
- Strong attention to details
- Knowledge of data analysis and reporting
- Related programming languages that can help, like Python
- Ability to communicate technical information clearly
- Ability to work independently and collaboratively
- Good English proficiency
- Bachelor's degree in a related field
Nice-to-have
- Knowledge of technical products and troubleshooting techniques
- SW like Matlab
- Knowledge of wearable technology
- Experience in a technical customer support
- Experience with customer support software
- Experience in handling warranty-related tasks
What you can expect
- Opportunity to work on a ground-breaking wearable device with a passionate, cross-disciplinary team
- Employee-center and flexible working environment
- Competitive salary
- Excellent team environment
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