Job highlights

- Academic background in BE / B Tech in Electrical or Mechanical Engineering.

- Previous experience in or with - 1 - 3 years in technical support,customer service in a technical environment,or hands-on servicing of electrical or mechanical equipment

Job Summary

Data Solutions is building a dedicated technical customer success desk from the ground up. You are the first person a customer, a field service engineer or a service partner reaches when something is wrong with our liquid cooling or power distribution equipment - and you own that case from the moment it arrives until the customer confirms it is resolved, including the time it spends with other teams.

What you will experience in this position:

- Act as the first point of contact for post-sales technical support, by phone, email, portal and ticket.

- Validate case completeness and accuracy, confirm product eligibility and support entitlement, classify by product line, issue type and severity, acknowledge to the customer and start the service level clock.

- Carry out first-line diagnosis against documented procedures, the knowledge base and product documentation, and resolve what can be resolved from the desk.

- Work directly with technicians on site, taking their findings and turning them into a case others can act on.

- Consult the Field Application Engineering team on technical questions the desk cannot answer,



without handing the case away.

- Advance to Global Service at L2 or L3 according to the handover standard below. Retain ownership of the case and customer relationship during this process.

- Record every interaction, fixing step and part replacement in Salesforce.

- Coordinate with Quality, Supply Chain and Production on warranty, spare parts and service logistics.

- Write and maintain knowledge-base articles and fixing guides, including content that feeds the customer self-service portal.

- Confirm resolution with the customer before a case is closed.

- Take part in the extended-hours rota and the on-call standby roster.

You have

- Academic background in BE / B. Tech in Electrical or Mechanical Engineering

- Previous experience in or with - 1 - 3 years in technical support, customer service in a technical setting, or hands-on servicing of electrical or mechanical equipment

Skills

- Able to manage a high volume of calls, email and tickets without losing quality or responsiveness.

- Composed with a customer whose operation is affected, and precise in writing about it afterwards

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Technical Customer Success Specialist (Bengaluru)
🏢 Nvent
📍 Bengaluru