Technical Customer Support German Speaker Hybrid

3 meses atrás

Lisboa, Portugal HCL Technologies Tempo inteiro

We are looking for a Remote Technical Customer Support to provide first and second level support to Client’s customers and technicians with related incidents for Production printers and Digital Front End. Advice and assist users solving problems related to software, hardware, and configuration, using the defined channels of service (telephony system, chats, video chat, etc.). Uses knowledge database tools and experience to provide technical support. Is responsible for following up on open assigned cases by performing troubleshooting steps, asking probing questions and research to find different solutions to solve the problem in a timely manner. Representative needs to investigate the root cause of the problem and is expected to improve the knowledge databases. The role also needs to register all the steps and interactions in the designated systems.

Main departmental relationships: Operations Team, Support Engineers Junior and Intermediate, QA, Client’s SMS, etc. Client’s Technicians, Field Engineers, and Business Partners engineers

Client/Vendor relationships: External and internal stakeholders, Client’s Customers, Client’s Technicians, Field Engineers, and Business Partners engineers

Customer Service, Customer Satisfaction & Retention
- Talk to customers and understand their technical issues, through any means of technology provided
- Strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction.

Technical Support
- Responsible for research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
- Use all available tools, Knowledge bases or any other resource available to resolve client-reported problems
- Provide part prediction and/or working/troubleshooting directions for the field engineering team

Effectively troubleshoot, replicate, and follow workarounds using internal systems and Knowledge databases.
- Responds to customer and first level requests providing support and troubleshoots to solve printer’s problems and ensures that they are resolved quickly, accurately, and professionally. Escalates issues to the next level of support as necessary.
- Support the configuration of new devices, modify existing configuration to support customer’s needs, providing the best solution possible, using the available tools in the customer’s environment.
- Documents and maintains appropriate records of all client interactions, steps, resolution of the problem, etc. through defined computer systems to keep a detailed log of instructions and technical information shared with the customer.

Resolve common printer/device issues remotely. Uses Knowledge Management database, knowledge, and experience to locate solutions to issues and uses data and logic to quickly find solutions to difficult challenges or complex issues.

Communication & Contact between Units
- Reporting to the Team leader, the Remote Technical Customer Support Specialist will provide support to customers, field engineers and business partners engineers for escalated issues.
- Redirect calls to field engineering support if a field support visit is required
- Escalate to next level of problem resolution process through the required tool/resource as required by process

Close liaison with the Next Level Technical Escalation team, engineering groups and in country technical support staff is the norm

ADHOC
- Employees are expected to show up/attend the establishment (laboratory) upon request
- Provide best effort and cooperative spirit on special projects outside regular responsibilities when/if requested.
- Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
- Share knowledge and best practices with peers
- Follow up, investigate, and achieve problem resolution within assigned timelines.

Looks for new process updates/changes proactively.

**Qualifications & Experience**
- Degree in Computer Science or bachelor’s degree in information technology, undergoing mechanical engineering or Electronics.
- 2 years of experience providing IT, mechanicals and /or electronics support in an Enterprise environment (Field and/or remote support) (Printing devices is a plus)
- Minimum 6 months working in supporting electro-mechanical devices.
- Preferably Certified in (LSS Green Belt, ITIL Foundation, CompTIA, Cisco CCNA, Microsoft Servers and active directory, Linux or Mac OS devices.
- Intermediate level working knowledge of the Microsoft Office Suite.
- Required Language Thresholds:

- German (C2: Native-Level Fluency)
- English (B2: Independent User Level)

**Why Us**
- Permanent contract
- Competitive salary
- Private health and life insurance from day one in the company
- Working hours: Monday to Friday, day shifts
- Hybrid, 2 days in the office and 3 days at home
- Meal allowance on card/voucher
- Career progression opportunities
- Parenthood program
- Our

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