Design solutions to drive safe living and quality of life
The Tier 3 TechnicalSupport Engineer role is the most senior within the Technical Support team,dealing with the most complex customer issues and taking on the role andresponsibilities of subject matter expert in their field.
Once a particularproblem has been escalated to Tier 3 by the frontline Tier 2 team, it will bethe Tier 3 Engineer’s responsibility to work towards root cause determination andexpedite an action plan often with help from Engineering and Quality - toresolve the problem.
Whilst the role may requireless frontline customer interaction than the lower support levels, the role isstill very much a customer facing one, so strong skills are a must in dealingwith both external and internal customers alike.
Provide in depth pre- and post-sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis and resolution of complex technical issues.
Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes.
Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times.
Work with and escalate issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case.
Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs.
Keep the customer updated on the status of work in progress on their problems.
Develop robust communication practices with strong focus on customer service and solution quality.
Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS) methodology guidelines.
Contribute knowledge base content for all new issues encountered by and resolved at Tier 3 and enhance existing content where necessary to ensure good visibility, re-
usability of data on known problems.
Keep the case handling system updated with current information on the support case, related activities and resolution.
Participate in assigned NPI projects and fully preparethe support teams for new product launches
Maintain and extend product knowledge by self-study and by attending relevant training sessions.
Regularly share product and troubleshooting knowledge via coaching and training initiatives.
Mentor agents in lower support tiers as part of the company’s talent development and retention ethos.
YOU MUST HAVE
Bachelor degree in a technical related field or an equivalent and relevant combination of education, and experience.
Examples : Computer science, Electronics orTelecoms
Minimum 5-10 years related experience in an advanced Technical Support or related technical service role,
Experience with Knowledge Management systems essential.
Experience of working in a global supportenvironment essential
Extensive customer facing experience
Strong troubleshooting and problem solving skills ability to quickly assess the impact, complexity and urgency of technical problems escalated through Technical Support.
Experience supporting the latest product technologyand platforms including Wireless systems, Android and Windows embedded platforms(CE,WEH,Win 10 Mobile) and related drivers and utilities
Software developer experience with HTML5, J-Script, C++, SQL an advantage
Knowledge of Industry related technology and applications,familiarity with bar code scanning technologies
Experience in the industry is preferred
Excellent interpersonal and verbal & written communication skills
Strong continuous improvement mindset, strong leadership impact
Experience with Salesforce.com and SharePoint
Demonstrated experience with Knowledge Management & Call Center Management
Good administration skills