Responsibilities

• Providing 1st and 2nd line of technical support for the various products and services offered by EMT Distributions; that includes but not limited to answering support queries, emails, support incidents etc.
  
• Visiting customer sites to provide technical assistance whenever required.
  
• Active participation in the customer support center, work with customers to provide a wide variety of technical issues inclusive of ability to troubleshoot, resolve and create workaround to achieve high levels of customer satisfaction and success.
  
• Coordinate with various vendors and partners to assist the customer in addressing the technical queries and requirements within the agreed SLA.
  
• Document and report on the status of issues, tech center operational status, etc.
  
• Understand the requirements of the customer to provide the suitable solution.
  
• Conduct Proof-of-Concept and demos for the customers and partners.
  
• Provide pre-sales technical assistance and product education
  
• Work on after-sales support services and provide technical back up as required
  
• Liaise with other members of the sales team and other technical experts
  
• Provide training and produce support material to sales team/partners/customers.
  
• Develop and keep up-to-date presales artefacts, including, but not limited to client technical/solution presentations, technical proposals, service catalog, service descriptions and other sales collateral.
  
• Weekend and out-of-hours working will sometimes be necessary.