Technical Support Analyst
Hexagon R&D India
Technical support, issue resolution & customer liaison for Hexagon products.
3 days ago ago
Junior (1-3 years)
Full Time
Hyderabad, Telangana, India
Office Full-Time
Company Size
1,000 Employees
Service Specialisms
Engineering
Research & Development
Consulting
Design
Technology Solutions
Data Analytics
Automation
System Integration
Sector Specialisms
Large-scale Construction
Mining
Intricate Manufacturing
Space Exploration
Public Safety
Defence
Asset Lifecycle Intelligence
Autonomous Solutions
Role
What you would be doing
issue escalation
manual testing
technical support
root cause
stakeholder management
issue tracking
- Escalate complex issues to high level support team or engineering teams with utmost clarity & customer data.
- Work with co-located & remote teams.
- Test application on different platforms by executing different test cases manually as needed.
- Work with various teams, such as product development, quality assurance & sales to ensure customer feedback is incorporated into product improvements.
- Act as a liaison between technical teams and non-technical customers.
- Identify root causes and provide effective solutions to customers.
- Foster positive relationships with stakeholders & customers, ensuring their needs and expectations are met.
- Diagnose & resolve technical issues reported by customers & distributors.
- Communicate effectively with customers to understand their needs and provide timely information, both verbally and in writing.
- Provide technical support & guidance to customers on product usage & features across the globe.
- Provide training to new joiners in the sales team as required.
- Manage & track customer issues, ensuring timely resolution and adherence to service level agreements (SLAs).
What you bring
apple
salesforce
jira
mobile testing
bachelor's
customer support
- Experience in testing mobile & web applications including cloud services is a plus.
- Experience with products in aesthetics or beauty industry is a plus.
- Possesses strong interpersonal skills and effectively communicates with internal and external stakeholders.
- Excellent verbal and written communication skills in English is a must.
- Experience with Apple products is a must.
- Experience of testing app that is hardware device dependent is a plus.
- Experience with Salesforce & Jira is a plus.
- Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification. Responds well to questions.
- 2+ years of experience in customer support
- Be solution/ result oriented with can-do attitude.
- Experience dealing with US & Europe clientele is a plus.
- Bachelor’s degree in Engineering or Technology, majoring in Computer Science or Information Science, from a reputed institute, with excellent academic records.
- Gain in-depth knowledge of the organization’s products and/or services.
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
- Hexagon R&D India is part of a global technology company specializing in innovative digital solutions.
- The company focuses on advancing industries like energy, infrastructure, and transport, empowering clients to achieve operational efficiency.
- It provides cutting-edge R&D services that blend software, hardware, and engineering technologies.
- Hexagon R&D India has a legacy of delivering high-value solutions for complex industrial challenges, particularly in fields like water resources and marine.
- The company creates smart city solutions and improves resource management in utilities, transport, and heavy civil sectors.
- Hexagon R&D India plays a key role in enhancing the digital transformation of industries through research, development, and consulting services.
- Inspires employees for holistic and organic growth.
- Values team collaboration, knowledge exchange, and retains motivated, creative individuals.
- Encourages flat hierarchies, agile methods, open communication, new ideas, and constructive feedback.
- Focuses on outcomes over strict schedules.
- Social activities build strong team spirit, turning colleagues into lasting friends.
35 Nationalities
Global Workforce Diversity
Showcases the company's commitment to a multicultural and inclusive workplace.
21% Women
Women in Leadership
Details the current percentage of women employees and ambitious future targets.
4.2/5 Rating
Employee Reviews on Glassdoor
Reflects positive employee sentiment towards the company's DEI efforts.
- DEI initiatives include: 'Embracing Diversity Across Borders', 'Empowering Equality and Gender Diversity', 'Championing Inclusion for Persons with Disabilities'
- Employee-resource initiatives: Working Parents ERG; Begin.Again return-to-work for women in tech; HxGN Unite; ONE People; HxGN WILL; Cafe Connects; Reverse Mentorship Program
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