Technical Customer Support - SE

Role Summary:

A Customer Support Specialist is responsible for delivering exceptional customer service by managing service requests, troubleshooting known issues remotely, updating customer and system data, and ensuring prompt and effective resolution of complaints. They coordinate case readiness, prepare work orders, check service entitlements, and escalate unresolved issues, all while ensuring a smooth and professional customer experience.

Job Description:

• Act as the first line of support for incoming service requests and technical issues via phone or email.
• Accurately identify customer needs by listening actively, asking relevant questions, and confirming understanding.
• Provide initial troubleshooting and remote assistance using tools like Vilink and video support platforms.
• Register and manage service cases, verify customer entitlements, and maintain accurate installed base data.
• Prepare service work orders by determining appropriate skills, tools, and parts for resolution.
• Coordinate with field teams or escalate complex issues for timely resolution.
• Ensure consistent and professional communication with customers, addressing concerns with empathy and urgency.
• Monitor case progress, follow up with customers, and ensure closure with high satisfaction.
• Continuously update knowledge on products, customer contracts, and service processes.

Skills

• Technical proficiency in electronics systems and troubleshooting methods.
• Customer-centric approach with a focus on satisfaction and solution delivery.
• Ability to structure tasks, prioritize based on severity, and follow documented processes.
• Ability to collaborate effectively with cross-functional and cross-cultural internal and external stakeholders.
• Strong verbal and written communication skills, with a good command of the English language.