Reporting to the Office Escalated Support Team leader, the Escalated Support Specialist will provide support to German-speaking customers, field engineers, and business partners engineers for escalated issues.
The role calls for a highly motivated person with strong technical knowledge and excellent customer skills. Is this you?
Our partner is a next-generation global technology company that helps enterprises re-imagine their businesses for the digital age.
Their technology products, services, and engineering are built on four decades of innovation with a fantastic management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.
We seek out the best Tech talent in the industry for them and they offer our candidates phenomenal career opportunities within one of the largest IT companies around. Join them!
Provide remote escalated support to printer customer :
Handle inbound calls (escalated calls from Tier-2) / direct calls from field support engineers
Resolve issue and communicate to customers through outbound calls
Redirect calls to field engineering support if a field support visit is required
Resolve the tickets within stipulated SLA
Simulate customer issues, troubleshoot and provide resolution to customer reported issues
Troubleshoot / Configure the devices remotely and resolve the issues
Activities included but not limited to identification of the issues at system level (hardware, software)
Use knowledge base effectively to resolve tickets and also contribute with new articles for knowledge base
At least 2 years of experience in Technical Support Specialist roles :
Fluency in English and German
Minimum of 1 year working in supporting electro-mechanical devices
Skill and competency at providing professional technical telephone support.
Experienced at troubleshooting known / unknown technical queries
Strongly self-motivated to learn new skills to fulfill basic position requirements, to become expert in the position over an extended period of time, and to progress within the organisation.
Able to be self-aware and conscientious of meeting all personal, team, & organisation metric targets.
Excellent team player with a committed approach to teamwork and customer responsibilities.
Able to maintain and project a helpful and courteous attitude in any circumstances.
Highly resilient under pressure and adaptable to unforeseen work demands.
Nice to have :
Living and working experience in country of customer base.
Very good knowledge of current range of Xerox Products.
A good and detailed knowledge of the Xerographic process.
A good and detailed knowledge of Colour Printing Theory.
The Ideal Candidate
Strongly self-motivated to learn new skills to fulfill basic position requirements, to become an expert in the position over an extended period of time, and to progress within the organization
Able to be self-aware and conscientious of meeting all personal, team, & organization metric targets
Excellent team player with a committed approach to teamwork and customer responsibilities
Able to maintain and project a helpful and courteous attitude in any circumstances
Highly resilient under pressure and adaptable to unforeseen work demands
A role in which your IT heart will sing
A highly competitive salary (23-28K Euros)
A fixed, long-term contract to protect you in these unprecedented times
Relocation support to Iasi, Romania
25 days of paid annual leave
Career Progression Opportunities
Well-rounded Health and Life Insurance Packages
Are you our new IT professional? If so then send your CV to us today!
I look forward to hearing from you soon and wish you a great day.