Tier 2 Technical Support Engineer

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Angajator: Gracel HR
Domeniu:
  • Customer support - Client service
  • IT Hardware
  • IT Software
    • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • Iasi
    • Actualizat la: 26.08.2019
    Remote work: On-site
    Scurta descriere a companiei

    Gracel Business Solutions is a Brasov based recruitment agency. Our services include Executive search, White-collar technical recruitment, Recruitment for service providers and HR consulting. Most of our clients are multinational companies, both manufacturers and service providers

    Cerinte

    • Minimal IT/ SW experience
    • Knowledge of Spanish / Italian / German / French with English

    Responsabilitati

    • Receive direct client contacts (e.g., via phone, video chat, web portal, email), triage, and provide remote client assistance to solve the issue directly if possible;
    • Talk to the client and understand client problem;
    • Use the knowledge base available to resolve client-reported problems;
    • Redirect calls to field engineering support if a field support visit is required;
    • Escalate to remote expert (Tier 3 / “deep dive” team in the future model) as required;
    • Provide part prediction and/or working/troubleshooting directions for the field engineering team.

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