Assist customers in solving engineering/scientific challenges by solving technical issues
Probe, replicate and troubleshoot customers’ technical issues
Maintain high standard in quality of service, while meeting Service Level Agreement (Average 90% or above in customer satisfaction survey)
Provide effortless technical support via digital channel
Captures and documents knowledge to enable self-service resolution. Adopt and apply latest Knowledge-Centered Service (KCS) methodology on every customer engagement.
Leverage previously acquired technical experience, and make continuous improvements on the contents for maximum efficiency and effectiveness of digital, web-based support
Accelerate customers’ business by fostering team proficiency of NI products within customer organization
Identifies and anticipates technical gaps within customer organization and works with management to build product, system or technical expertise.
Educates customers through technical support engagements. Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
Advocates for the customer experience within the company
Identify quality, feature, or user experience gaps and feedback to relevant functions on every customer engagement
Escalates complex technical issues internally to the appropriate group while maintaining ownership of customer interaction.
Continuously lead peers as NI products, platform and systems, by acquiring in-depth technical expertise
Serves Sales, Support and Services organization as the point of escalation for technical issues related to NI products
Co-work with R&D in troubleshooting complex issues, identify design or manufacturing issues and come up with best possible resolution or workaround
Basic Qualifications
Bachelor of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.
Experience in Customer-Facing roles.
Proficiency in one or more programming language is required. (LabVIEW experience is preferred)
Availability to travel up to 20% of time throughout Asia Pacific.
Why NI?
There are many reasons to consider joining a company. Key among them are the people, the ideas, and the technology. At NI, we believe in the power and potential of connecting the three to create a path to success.
The people : We’re looking for curious and creative problem solvers who value diversity and fresh perspectives, are bold and kind, and willing to take chances.
The ideas : What did you want to be when you grew up? Did you want to program robots? Build flying cars? Leave the world better than you found it? At NI, we build on the big ideas of big dreamers to make their visions a reality.
The technology : With our tailored, software-connected approach, we support our customers through all phases of the product development cycle. From 5G and medical innovations to autonomous driving and the future of space travel, we help our customers Engineer Ambitiously every day.
We’ve long been globally recognized as a top employer. Our compensation and benefits are very competitive, as are our modern workspaces, career development and mobility opportunities, and a culture that fosters belonging and emphasizes community giving. We encourage our teammates to challenge the status quo and collaborate with one another to build innovative solutions.
No matter your career path, we’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster.
Are you up for the challenge of helping shape humanity for the next 100 years? If so, let’s get started, and let’s Engineer Ambitiously together.
We are changing how we work by offering more flexibility. NI has decided to take a hybrid approach (working both on- and off-site) at an aggregate level. We know that different roles have different requirements, so we’re embracing a full range of options.
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