Customer Support Executive (Video Analytics)
Responsibilities:
- Customer and Site Management:
o Act as the primary liaison for customers and sites.
o Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.
o Collaborate closely with customers to comprehend their technical needs and provide customized solutions.
o Offer ongoing technical guidance, support throughout the deployments by understanding the users’ pain points and recommending solutions to address them.
o Conduct training sessions and workshops to educate customers on the utilization of Ailytics’ products and technologies.
o Ensure customer satisfaction and retention.
o Monitor and report on key customer success metrics.
o Willingness to travel to customer sites as required.
- Physical Deployment of Video Analytics solutions:
o Deliver and install hardware to integrate Ailytics’ Video Analytics solutions into customers’ workflows and systems.
- Troubleshooting:
o Troubleshoot and resolve technical issues to ensure customer satisfaction.
- Platform Administration:
o Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.
- Cross-functional collaboration:
o Coordinate internal resources to address customer requirements effectively.
o Work collaboratively with internal teams to enhance the overall customer experience.
o Provide constructive product feedback and suggestions to Ailytics’ technology team.
- Documentation:
o Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.
- Mentor for Interns:
o Provide guidance to interns on efficient and effective practices in daily tasks.
o Impart knowledge and experience in implementation of Video Analytics solutions and customer management to ensure customer satisfaction.
- Keeping current:
o Stay informed about the latest industry trends and technologies to enhance customer success strategies.
Requirements
- Willingness to learn
- Demonstrated resilience learning/executing
- Demonstrated experience in a customer success or account management role.
- Proven background in technical support roles.
- Knowledge of Computer Vision or Video Analytics or IP camera technologies and platforms is a great plus.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong project management and organizational skills.
- Familiarity with Project Management software (like Jira, Confluence) and customer success metrics.
- A service mindset with a passion for working with technical customers.
- Customer-first mentality with a high dose of empathy.
- Self-starter, growth mindset, and able to work cross-team.
Why work at Ailytics?
- Join Ailytics in transforming the industrial sector with AI-powered solutions.
- A fun team to be in, with high standards and a culture of transparency and collaboration.
- Flexible working arrangements such as choice of location, and async work environment.
- Constant training and coaching on Video Analytics solutions and its impact.
- Be part of a lean and fast-growing team tackling an ever-expanding market locally and abroad.
- You will be stretched and given career opportunities to grow laterally and vertically.
