The Technical Support Specialist will provide front line support for the Service Providers who support our client’s end customers.
As a member of the support team you will take escalations from the SP’s and provide information on a range of services, including troubleshooting theory, theory of operations, and technical assistance.
Interaction/Communication with Service Providers is currently done primarily via e-mail and Instant Message. There will be no phone queue for this skill. In addition, on-site visits may be required from time to time. Individuals on this team will need to handle queries from start of issue right through to final resolution.
Screen and process Authorized Service Provider (ASP’s) issues in a timely fashion.
Identify potential problems and trends by monitoring tasks or escalations, or through analysis of reporting.
Work cross functionally with other departments to ensure business needs are addressed and customer satisfaction achieved.
Provide data as required by management for periodic status reporting.
Understand the goals of the entire organization and actively participates in achievement of those goals.
Work well with the Engineering department to support their business needs.
Take responsibility for tasks and decisions as documented in all processes and procedures.
Willingness to update processes, training and procedures as needed.
Native German speaker and fluency in English.
Technically minded with the ability to understand, converse and provide solutions to an IT literate audience.
Excellent knowledge of troubleshooting theory.
Excellent organisational/administrative/technical skills with ability to priortise as necessary.
Extremely skilled in written troubleshooting.
At least two years experience in a similar technical role.
Experience in resolving technical, systems and/or perception issues with customers.