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Technical Support Engineer-QLD - Queensland, Australia - Dahua Technology Australia Pty Ltd
Description
Role Overview:
As a Technical Support Engineer, you will play a vital role in providing technical assistance and guidance to our valued customers.
You will be responsible for diagnosing and resolving technical issues related to our video surveillance products and solutions.Your expertise and problem-solving abilities will contribute to our customers' satisfaction and help them achieve optimal performance from our products.
Responsibilities:
Provide technical support to customers via phone, email, or other communication channels. Diagnose and troubleshoot technical issues related to Dahua video surveillance products, including cameras, recorders, and software. Guide customers in the installation, configuration, and operation of our products. Collaborate with internal teams, including R&D, to escalate and resolve complex technical issues. Document and maintain accurate records of customer interactions, inquiries, and resolutions in the ticketing system. Ensure timely and effective communication with customers to provide updates on issue resolution progress. Proactively identify patterns or recurring issues and provide feedback to the relevant teams for continuous product improvement. Stay up to date with the latest product developments and industry trends through continuous learning and training.
Requirements:
Bachelor's degree in Computer Science, Electrical Engineering, or a related field. Proven experience in technical support or a similar customer-facing role. Solid understanding of video surveillance technologies and related networking concepts. Proficiency in troubleshooting hardware and software issues. Strong problem-solving and analytical skills. Excellent communication and interpersonal skills with a customer-centric approach. Ability to work independently and effectively manage multiple priorities. Knowledge of Dahua products and solutions is a plus.
Additional Information:
This is a full-time position based in Brisbane, Queensland. Some travel may be required for on-site support or training purposes. Salary and benefits will be commensurate with experience.
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