Customer Support Associate

Thingtrax is building an Agentic Manufacturing Operations platform to transform how factories operate. By deploying AI-powered agents, including advanced computer vision systems, directly on production lines, we help manufacturing operations observe, reason, and act in real time. Our mission focuses on collaborating closely with manufacturers, particularly in the food and beverage sectors, to enhance efficiency, reduce waste, and enable a shift from manual processes to autonomous, optimized operations.

Duties and Responsibilities:

1. Customer Interaction:

• Provide quick and effective solutions to technical inquiries from customers through all communication channels (email, phone, chat, and ticketing system).

• Build strong relationships with customers by delivering professional and helpful technical support.

2. Technical Troubleshooting:

• Conduct in-depth diagnostics and troubleshooting for hardware and software issues.

• Deliver effective resolutions to technical challenges while minimizing customer disruption.

3. Product Expertise:

• Gain a thorough understanding of the company's product offerings to provide informed advice to customers.

• Keep abreast of new product features and functionalities to accurately address customer inquiries.

4. Documentation and Knowledge Base:

• Thoroughly document all troubleshooting procedures and solutions for future reference.

• Regularly contribute to the knowledge base, ensuring customer-facing resources are updated and clearly articulated.

5. Issue Escalation:

• Proactively escalate significant or unresolved issues to the relevant internal teams, ensuring follow-up until resolution is achieved.

6. Customer Training and Support:

• Lead training efforts and develop user-friendly resources to assist customers in maximizing their use of the product.

• Provide proactive support during setup and integration to facilitate smooth adoption.

7. Quality Assurance:

• Engage in testing new releases to identify potential issues and offer constructive feedback to the development team.

8. Team Collaboration:

• Collaborate closely with sales, product management, and engineering teams to ensure alignment on customer requirements and feedback.

• Share troubleshooting techniques and insights with colleagues to encourage ongoing enhancement in customer support.

9. Customer Feedback and Improvement:

• Gather and analyze customer feedback to advocate for essential product or process enhancements.

• Spot trends in support issues to generate proactive solutions and decrease recurring inquiries.

10. Governance and KPI Management:

• Act as the point of governance to ensure tracking and maintenance of all operational health metrics, including uptime, ticket resolution time, and SLA compliance.

• Ensure ongoing monitoring and reporting of key performance indicators (KPIs) to fulfill both customer and internal standards.

Requirements:
• Bachelor’s degree in Computer Science, Software Engineering, IT, or a related field (mandatory)
• 1–2 years of experience in a technical support, customer support, or similar role (fresh graduates are encouraged to apply)
• Basic understanding of software systems, troubleshooting, and technical problem-solving
• Familiarity with Python or general programming concepts will be a plus
• Strong communication skills (verbal and written) with the ability to explain technical concepts clearly
• Ability to handle customer queries professionally across multiple channels (email, chat, calls)
• Strong analytical and problem-solving mindset
• Willingness to learn quickly and adapt to new technologies and products
• Ability to work collaboratively with cross-functional teams
• Basic understanding of ticketing systems, SLAs, or customer support processes is a plus
• High level of ownership, responsibility, and attention to detail
• Looking for individuals who are eager to learn, grow, and commit long-term

Benefits:
• Health Insurance (Coverage for Spouse and Children if Married; Coverage for both Parents if Single)
• Company-Sponsored Trips
• Quarterly Dinner Events
• Paid Time Off for Holidays
• Learning and Development Support - Course/exam fees covered after approval.
• Gym Membership Allowance