Product Support Specialist at Komatsu Mining

Qualifications and Experience

Qualifications 

• B Sc degree in Computer Science, Engineering or equivalent

Experience

• At least 3 - 5 years’ experience
• Proficiency in troubleshooting and testing large software systems and environments 
• Customer service experience - Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences. 
• Fluency in reading, writing and speaking English and one other major language is a plus. 

Job Duties and Responsibilities

Create / Modify functionality

• Determine most efficient way to create functionality
• Meet customer requirements
• Document the functionality properly Install functionality on-site with minimum disruption 
• Properly use ticketing system to track ticket status 

Repair functionality

• Successfully connect to client site to verify and reproduce the problem
• Diagnose root cause of problems
• Complete repairs within SLA timeframes
• Get system to function properly as quickly as possible 

Customer Support

• Provide technical customer support through task assigned processes using updates, testing and QA methods to ensure product functionality
• Open support tickets 
• Complete all required fields in tickets properly 
• Successfully support clients for the local region and for other regions through the Follow-The 

Data analysis and improvement

• Perform analysis on system usage to identify opportunities for improvement
• Support Performance Assurance Team