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.Technical Support Specialist (m/w/d)We are seeking a Technical Support Specialist (m/w/d), located in Portugal, Porto.How you will make a difference @ FAROAct as second level of support responding to customer inquiries received through facsimile, e-mail, telephone or other communication method and related to any range of FARO Products. Make inquiries to determine the nature and extent of problem and to isolate areas of concern. Identify causes of problems and provide solutions to customers. Structure solutions to suit user circumstances and level of competency and communicate through means suited to user requirements. Ability to handle high call volume and correspondence; multitask and escalate to Tier 3 as needed.Determine the requirement for units to be returned for inside service, provide return authorizations and communicate shipping requirements and arrangements to customers as required. Prepare required internal documentation to facilitate the return of customer units for repair services.Process quotes, customer orders and sales orders for accessories, warranties, repairs and software. Enter data relating to customers and sales and maintain customer database in computer system.Research and determine customer accounting terms, proof-reading all legal documents (purchase orders), overseeing the invoicing and billing process by providing a customer with requested invoices.Follow up on open service inquiries to ensure that customers received solution and are satisfied with solution. Respond to and resolve complaints and concerns.Familiar with standard concepts, policies, practices, and procedures within Faro's organization. Relies on experience and judgment to plan and accomplish goals.Develop technical Q&A for solutions & fast faxes, related to FARO products.Handling of confidential data internally and with customer.Facilitate support for internal customers and direct them to appropriate solution avenue(s).This position requiresMechanical, Electrical or Aerospace Engineering Degree preferredMinimum of 1-3 years' experience in Customer ServiceMust be bilingual: English and SpanishAbility to Multi-task & PrioritizeAbility to work independently as well as a team environmentOrganized & Detailed OrientedGood Oral & Written Communication SkillsGood Relationship Building SkillsContinuous track record of successPast database / data entry experienceProficient at Microsoft Office SuiteFARO offersIn general, a permanent employment contractMeal Allowance: Enjoy a generous meal allowance of 8.32€ per day, helping you savour a variety of delicious options during your breaks.Comprehensive Health Insurance: We provide extensive health insurance coverage for you and your spouse, ensuring peace of mind for your family.Generous Vacation Policy: With 22 days of paid vacation, you'll have plenty of time to relax and recharge
