iCXeed Philippines Inc.
Responsibilities • Software Support and Troubleshooting • Diagnose and resolve client issues across different software. • Troubleshoot data processing failures, colourisation issues and cloud upload or processing problems. • Work through installation, licensing, and activation issues with clients. • Analyse logs and diagnostic files to identify root cause. • Reproduce and clearly document issues for Engineering. • Guide clients through product workflows and common how-to questions. • Escalation to Engineering • Identify complex or non-standard technical issues and escalate with a clear context. • Provide relevant details such as reproduction steps, logs, and client impact. • Track escalations through to resolution and follow up as needed. • Keep clients and internal stakeholders informed with regular updates. • Product Feedback and Advocacy • Liaise with Product teams to raise recurring software issues and feature requests. • Act as the voice of the client internally. • Support Operations • Manage incoming support requests across calls, tickets, and chat. • Log all interactions in the system and escalate where needed. • Hardware and Logistics Support • Coordinate hardware returns (RMA), repairs and loan or hire agreements when required. • Keep clients updated on repair and return progress and work with RevOps and Finance on quotes. • Support communication around shipping and dispatch queries.
iCXeed Philippines Inc.
