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Technical Support Engineer required by my global client. Due to internal promotions my client is looking for an experienced Technical Support Engineer that is fluent in both English and Spanish and have previous Technical experience with Networks preferably Fibre Optic Networks
You will:
Support our Customers and the EMEA Sales Team to deliver best-in-class Technical Support and Training.
Provide pre-sales online technical demonstrations and webinars in English and Spanish
Work closely with the Service, Customer Service and Technical Support Teams so that our customers can Depend on Us.
Key Accountabilities are:
1.Provide Technical Support for the EMEA Region and respond to customer enquiries via email, phone and web.
2.Ensure all customer interactions are delivered to the highest standard, with the ethos of pace, precision and partnership.
3.Ensure all customer issues are logged and resolved according to the Service Level Agreement (SLA).
4.To work with the Technical Support Team Leader and Customer Experience Manager to identify problems and develop solutions, leading change where needed.
5.Develop strong working relationships with key distributors and end customers and be seen by their technical departments.
6.Report all product issues and customer calls on the CRM.
7.Review and approve technical content in new marketing collateral / communications.
8.Work with cable, switch and CCTV manufacturers to gain product endorsements and approvals.
9.Support the Product Innovation and Marketing teams with product beta testing and participate in end user investigations.
10.When required accompany the Sales Team in the field to support customer visits, trade shows and exhibitions.
11.Ensure the Technical Support Team maintain documentation in accordance with company policy, local legislation and GDPR.
12.Monitor and provide data on Technical Support activity / KPIs as required including weekly and monthly reporting.
13.Ensure that all activities are undertaken and controlled in accordance with the Quality Management System (QMS)
