Tier 2 Technical Support Engineer
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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 providersCerinte
• Minimal IT/ SW experience
• Knowledge of Spanish / Italian / German / French with English
• 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.