Sr. Technical Support

JITO; Mumbai; On-site; Full time

Job description

Experience: Management

• Provide timely and effective technical support to customers via multiple channels (phone, email, chat, ticketing systems)
• Assist in pre‑sales with product selection, BOQs, and quotations
• Interpret lighting designs, TDS, and client requirements
• Escalate unresolved or critical issues to higher‑level support or relevant teams and follow through to resolution
• Maintain accurate documentation of issues, solutions, and standard operating procedures (SOPs)
• Collaborate with Product, Engineering, and QA teams to identify recurring issues and implement permanent fixes
• Provide expert technical advice on lighting product selection based on project requirements, application suitability, energy efficiency, and compliance standards
• Collaborate with the marketing team to align demand generation initiatives with promotional campaigns and brand positioning
• Assist clients and stakeholders with technical clarifications, product specifications, and compliance requirements during the pre‑sales and specification phase
• Provide continuous feedback to internal teams on product performance, customer preferences, and evolving market trends to support product development and innovation
• Maintain updated knowledge of lighting technologies, industry standards, and regulatory requirements

Responsibilities

The role ensures complete accountability and responsibility for delivering high‑quality technical support to customers and internal stakeholders. It involves troubleshooting, resolving technical issues, and ensuring optimal system performance and user satisfaction. The role is pivotal in minimizing downtime, improving service efficiency, and contributing to continuous improvement in support processes and customer experience.