Technical Support Engineer

Technical Support Engineer for Serbia & Montenegro

We have a job opportunity for a Primary Technical Support rolein 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.

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.

Create/modify the knowledge database and review FAQs.

Identify new business opportunities, define and quote products and equipment from customers' requests, coordinating with relevant Quotation, Sales, or Marketing contact for special prices.

Communicate to relevant salespeople.

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 Serbia & Montenegro.


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


* Back-up for technical support engineers supporting Croatia/Slovenia


* Back-up for Commercial Customer Support role (minimum tasks);


* Responsible for back-up (English language) of tasks performed in the MCCC (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.

What qualifications will make you successful for this role?


* 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 and Serbian;


* Previous phone interaction experience is desirable;


* Demonstrate a flair & understanding o...