Technical Support Officer

Tri Angels Electronics is seeking a dedicated Technical Support Officer to join our team and contribute to outstanding customer service and technical assistance. The ideal candidate will have at least three years of experience providing technical support and resolving customer issues effectively. In this position, you serve as a primary point of contact for customers and installers, delivering timely and accurate technical assistance through multiple channels, including remote support tools and CRM software. You play an essential role in managing incident reports, tracking claim data, and handling Oracle ERP and inventory transactions to ensure smooth operational processes. As a Technical Support Officer, you also collaborate with the service team to address customer complaints by gathering feedback and facilitating resolution. Your role includes conducting proactive customer follow-ups, maintaining detailed records of customer interactions, and preparing comprehensive weekly and monthly reports to support decision-making and continuous improvement. Although you will not be managing a team, you will be expected to demonstrate strong communication and organizational skills while supporting cross-departmental coordination and maintaining high standards of customer satisfaction.
Responsibilities

Provide technical support to customers and assist installers with technical queries and troubleshooting.
Manage and maintain accurate records of incidents, claim data, and customer interactions using CRM software.
Handle transactions related to Oracle ERP and inventory systems, ensuring data integrity and timely updates.
Conduct follow-up calls (happy calls) to customers to ensure satisfaction and document feedback effectively.
Collaborate with the service team to relay customer complaints and feedback, working together to deliver solutions.
Prepare detailed weekly and monthly reports on support activities, incidents, and service performance metrics.
Utilize remote support tools to diagnose and resolve technical issues promptly and efficiently.
Adhere to communication protocols to maintain professionalism and clarity in all customer and internal interactions.
Ensure timely escalation of complex or unresolved issues to appropriate departments for resolution.
Continuously update technical knowledge and stay informed about company products and services to provide accurate support.