Job title: Technical Support Agent Level 1
Job Role: Solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. All inquires to be handled via Phone, Email and Online Chat.
Customer group: Retail; Value Added reseller; Distributor; End User; Installer level from UK and Ireland.
Product portfolio: CCTV (IP, Analog, DVR, Management Systems); Intrusion; Fire; PACO
Customer Request, failure or complaint Log in (via all communication channel)
In case of escalation create & forward ticket to level 2
Give answers to known post/pre sales technical issues
Create knowledge base article & forward to level 2 for approval
Process online Chat
Process remote Support
Escalate serious complaints according to ST complaint process
Solve or forward configuration and application questions
Collect log files & configuration files & data bases
Enter RMA requests
Structured issue analysis via predefined questionnaire
Forward non post sales Tech Support issue to related department
Active contribution for product improvement
Operating System & Data Base Systems
Electrician or IT specialist or similar in experience
Experience in installing or supporting security / network fundamental knowledge IP products
Experience in a critical real-time environment
Incident logging through the Help Desk application and managing/prioritizing workload
Smart and structured person
Persistent in collecting information
Strong communication skills
Fast understanding of technical problems
Capability of technical issue description in English language
Language: C1 English
Problem solving skills
Self motivated and ability to work on own initiative in a pressure environment.
- 4-6 weeks training in UK
- multinational company & friendly environment
- attractive salary package
“ Fiecare clipa de cautare este o clipa de regasire” ( Paulo Coelho)
Sunteti in cautarea unui loc de munca? Simplificati-va acest proces de cautare, apeland la noi. Step Up va pune la dispozitie specialisti in domeniul Resurselor Umane care va vor oferi suport in dezvoltarea carierei dvs.
Va asteptam pentru a parcuge impreuna drumul spre atingerea obiectivelor dvs profesionale.