A Global leader in the Remote Management of Integrated Security Systems are looking to recruit a Technical Support Specialist.
You will provide telephone, email, remote and on-site support to or customers in order to answer and resolve technical queries, diagnose faults, logging issues in a support database and maintain customer satisfaction. Provide training for our hardware and software products to dealers and/or customers.
Recent graduates in the fields of Electronic / Computer Engineering are encouraged to apply.
Key Accountabilities:
- Providing specialised technical support from a remote location either by telephone, email, and/or remote desktop connection
- Log and access technical solutions within a database and thoroughly documenting the status of all client liaisons and communications
- Developing and maintaining knowledge and skill in supported products and in those products associated with supported products, as required
- Negotiating time-frames for solution implementation with clients and updating clients on progress during problem resolution
- Identifying more complex technical issues for escalation to senior Technical representatives by effectively using the established escalation process
- Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume and keeping Management aware of potential areas for product, services and education sales
- Conduct training courses of the hardware and software solutions to customers
- Adherece to OH&S policy and procedures
- Carry out such other duties as may reasonably be required
Key Relationships
Internally, you will deal with other Tier 1 and Tier 2 Technical Resources, R&D department, and the UK-based sales team. Externally you will communicate with technicians and sales reps in the customer network, some of their end-user customers, and their technology partners
Qualifications & Experience
Specific Knowledge:
- Excellent commutation skills
- Analytical & Fault finding skills
- Knowledge of electronic security system hardware
- Knowledge of IT systems
- Windows desktop and server operating systems
Essential:
- Electrical / Electronic Engineering, preferably with knowledge of the Electronic Security Industry
- Experience of Telephone & online Customer Service
- Superior customer service attitude
- Advanced written and spoken communication abilities that generate a professional image of the company
- A keenness to learn, and willingness to accept and claim responsibility for technical concerns
- Ability to pass a background check and travel internationally
If you think that this is the role for you, please respond with your CV.
Salary dependant on experience.
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