Position Summary
Ensure 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.
General Job Responsibilities
Working with customers/employees to identify problems and advising on the solution over the phone, emails, and chat.
Logging and keeping records of customer/employee queries.
Updating self-help documents so customers/employees can try to fix problems themselves.
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/presales technical issues.
Create knowledge base article & forward to level 2 for approval.
Process online Chat.
Process remote Support.
Escalate serious complaints according to the established complaint process.
Solve or forward configuration and application questions.
Collect log files & configuration files & data bases.
Forward non post sales Tech Support issue to related department.
Active contribution for product improvement
Perform other functions related to the position.
Minimum High school diploma or studies in electromechanics, electrical, or electronic engineering.
Technical background
Customer service & electromechanics skills
Advanced Operating Systems & Data Base knowledge in Windows - or similar experience
Network knowledge is a plus.
Cisco modules knowledge is a plus.
Intrusion alarm systems knowledge is a plus.
At least 1 year of experience in Technical Support Centers.
Experience in technical support by telephone, chat, and email.
Experience in a critical real-time environment.
Experience in network fundamental knowledge IP products.
Assertive communication and empathy. Excellent oral and written communication skills.
Multi-tasking.
Ability to work collaboratively in a team environment.
English level: C1
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