Primary Technical Support Engineer for Romania

Mission

We have a job opportunity for a Primary Technical Support Engineer for Romania role in our team.

In this role, you will improve Customer Satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products, prices, discounts, application information during the pre-sales, sales & after-sales process.

What will you do:


* Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) to SE customers and partners from Romania, Moldova & Armenia.


* Ensure a proper escalation to the 2nd level support when necessary


* Take ownership and ensure the customer is satisfied before closing the request


* Assure a proper resolution for queries related to product replacement, on-site intervention, technical complaints, and product quality returns.


* Back-up for Commercial Customer Support role (logistics)


* Responsible for back-up (English language) of tasks performed in the CCC (technical support, generalist, Lead management, etc) when necessary


* Responsible for answering incoming telephone calls, e-mails, web-based tickets and prioritizing customer's support needs


* Escalate customer issues to Service Team to provide on-site support as required


* Issue quotations in accordance with customer requests and required standards: cross-references, configuration, a mix of products in cooperation with countries representatives


* Provide support to the customers for product replacement, troubleshooting, and technical complaints;


* Complete documentation and follow up on all commitments and customer details


* Actively create/modify knowledge database and review FAQs


* Collaborate with Marketing on new product launches


* Provide relevant product and process training to other team members


* Ongoing proactive research and learning about new products, technologies, and applications


* Participate in the interaction center's continuous improvement process


* Liaise between customers, After-Sales, and Marketing regarding Product Quality Returns.

Experience and skills we are looking for:



* Education: Bachelor's Degree or Post-Secondary in electrical/engineering


* Minimum 1-year Technical Support, Sales and/or customer service experience preferred


* Fluent in English


* Previous phone interaction experience is desirable


* Demonstrate a flair & understanding of customer support issues


* Demonstrate flexibility and an ability to learn quickly


* Excellent problem-solving abilities and aptitude to understand and explain technical information


* Ability to work towards individual and team targets


* Excellent interpersonal, communications and time management skills


* Ability to develop and maintain customer rapport


* Strong verbal an...