Technical Support Engineer
ateeca
Iași, Iași County, Romania
2 zile în urmă
Job Description

Job Title               :           Technical Support Engineer

Job Location       :           Iai, Romania

Job Duration       :           Permanent

 

Job Description :

Tier2 Technical Support Engineer

Voice Base

• Receive direct client contacts (e.g., via phone, video chat, web portal, email), triage, and

provide remote client assistance to solve the issue directly if possible

• Talk to client and

understand client problem

• Use the knowledge base available to resolve clientreported

problems

• Redirect calls to field engineering support if a field support visit is required

• Escalate to remote expert (Tier 3 / “deep dive” team in future model) as required

• Provide part prediction and/or working/troubleshooting directions for the field engineering team

 

Tier3 Technical Support Engineer

Voice based

• Respond to escalated software incidents from Tier 2 teams

• Respond to direct escalation

(hardware and software), primarily by telephone from regional field service operations and

Customer’s Authorized Service Providers

• Identify, troubleshoot, research, and resolve

complex customer and field service issues; Deliver hardware, software and solution

(Customer and third-party solutions) support using remote capabilities

• Create knowledge solutions for use by Customers Tier 1 and 2 team members, and field service engineers

• Engage with field support if a client visit is required • Escalate the incident to the “deep dive”

team, regional service specialist or engineering team for engineering issues

 


Qualifications

null

Additional Information

All your information will be kept confidential according to EEO guidelines.

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