Date Posted: 2019-10-21 | Expires: 2019-11-20

Technical Support - French OR German Speaker

Job Description

JOB Description in English
Tier2 Technical Support Engineer
• 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 client-reported 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
• 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


JOB Description in Romanian
Tier2 Technical Support Engineer
• Primirea de apelurie direct din partea clientului (de exemplu: prin telefon, video, mesagerie, portal web,
e-mail), alocarea și furnizarea de asistență clientului la distanță pentru a rezolva problema direct, dacă
este posibil.
• Discutați cu clientul și înțelegeți problema;
• Utilizați baza de informatii disponibilă pentru a rezolva problemele raportate de client.
• Redirecționarea apelurilor către asistența tehnică de teren dacă este necesară o vizită de asistență la
locatia clientului.
• Escaladați la nivelul urmator de expert (Nivelul 3 - echipa de analiza detaliata, in viitorul model), după cum
este necesar.
• Furnizați estimari ale componentelor si/sau indicatii/depanare pentru echipa de ingineri de teren.

Tier3 Technical Support Engineer
• Răspund la incidentele legate aplicatiile software de la echipele de nivel 2
• să răspundă la escaladarea directă (echipamente fizice și aplicatii/software), în principal prin intermediul
telefonului, prin operațiuni regionale de servicii pe teren și prin furnizorii autorizați de servicii ai clienților
• Identificarea, depanarea, cercetarea și rezolvarea problemelor complexe ale clienților și ale inginerilor de
suport aflati pe teren; Furnizați suport pentru echipamente, aplicatii și soluții (soluții pentru clienți și
pentru terți) utilizând capabilități de asistenta la distanță
• Crearea de documentatie cu diferite solutii, pentru a fi utilizate de către membrii echipei de nivel 1 și 2 ai
clienților, precum și de inginerii de asistenta aflati pe teren.
• Comunicati cu echipele de suportul pe teren dacă este necesară vizita unui client.
• Escaladați incidentul la echipa de analiza detaliata, specialistul de service regional sau specialist în
probleme de inginerie

Requirements

• 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 client-reported 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
• 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

Skills

Information Technology Technical Support

Language Requirements

French, German

Education Degree

Other

Visa Support

No

Accepting only candidates from:

Romania
Email Job

Job Criteria

Job Type

Full Time

Industries

#Computer Networking, Hardware and Software

Job Location

Romania - Iași

Functions

Analyst, Customer Service, Information Technology

Salary

Negotiable

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