Technical Support Specialist with French
2 semanas atrás
- Responsible to deliver the content to end users on an appropriate manner, focused on meeting contracted customers SLA ́s and KPI ́s
- Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment
- Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery
- Carrying out screensharing to help customers get set up and operational
- Empowering customers by promoting Knowledge base and self service
- Configure security, operational and access settings/permissions for groups or individuals
- Work with senior engineers on escalated tickets
- Log and escalate calls with third parties where required, ensuring communication back to the customer
- Excellent analytical and problemsolving skills, with the ability to multitask, with solid troubleshooting experience
- Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts
- Strong work ethic and ability to work efficiently and effectively with mínimal supervision
- Ability to work in a fastpaced environment with excellent organizational skills
- Able to work to targets (SLA's)
- Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing)
- Wide proven experience of remote or onsite support, collaborating with customers, partners, and internal teams
- Experience in network operations or on field operations
- Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration
What you will need to bring to planet
- Excellent teamwork skills
- Enthusiastic and a great attitude towards learning
- Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills
- A high standard of written and spoken English (additional languages such as: French, German, Italian, Spanish, is a plus) and attention to detail
- Able to work with nontechnical customers and technical customers alike
- Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
- Preferably with a B.S. or equivalent science/IT degree preferred
- Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
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