Advertisement
Job Description:
The role
The Technical Specialist is responsible to provide second level technical support and produce and develop training materials for in-house, external and e-learning courses as appropriate.
Day to day tasks
Provide 2nd level technical support to technicians, sales and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Report design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Responsible to create, plan and deliver product trainings and technical development plans
Key Responsibilities
• Provide solutions to end-users and distribution partners as a 2nd tier technical product specialist for specific assigned products
• Responsible and main point of contact for all technical escalation of the technical assistance center
• Provide training and training material internally to ensure a very high immediate resolution rate by the Technical Support Representatives
• Use judgements to deal with calls, which cannot be handled and follow-up appropriately as required
• Obtain accurate customer details and amend contact-handling system when applicable
• Generation of sales leads from these contacts.
• Execution of Customer Satisfaction Surveys and Product Surveys
• Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations
• Gives interface matrix listed compatibility information to customers on company released products.
• Providing excellent customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues with internal departments
• Test fixes to ensure problem has been adequately resolved
• Develop help sheets and knowledge base articles for end users and internal
• Attending meeting and conference calls
Job Complexity
Works on problems with medium to high scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Has internal and external contacts.
Supervision
Will be expected to work maturely, engaged, independently and in a proactive manner.
As a person you feel confident with:
• Customer Focused
• Maturity and engagement
• People oriented and a team player
• Strong communication skills, ability to build and maintain relationships
• Business savvy
• Managing own time, goals & objective
• Ability to work and perform under pressure
• Problem solving and troubleshooting skilled
• Excellent understanding of operation systems
• Ability to review and conduct technical articles
• Ability to process and retain large amount of information
What do we expect you to bring?
• Fluent English. Additional languages are beneficial
• Bachelor degree or equivalent experience
• At least +3 years of related experience;
• Excellent knowledge on Windows & MAC environment and applications
• Worked in a technical support position would be a benefit;
• Experience with Customer relationship management (CRM) systems
• Additional technical certification is advantage
Education and Experience Required:
High School: completion of post- primary level education prior to University study. Typically certified by diploma (i.e., H.S. diploma, "A" levels (U.K), Baccalaureate (France), etc.).
0-1 year experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.
Knowledge and Skills:
Excellent verbal and written communication skills in language to be supported.
Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.
Software and hardware knowledge of computing, storage and peripheral devices.
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support experience. E-support experience.
About Company:
