Primary Technical Support Engineer with Romanian

What will you do?

• Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) to SE customers and partners from Romania & Moldova.
• Ensure a proper escalation to the 2nd level support when necessary;
• Back-up for Commercial Customer Support role (logistics)
• Responsible for back-up (English language) of tasks performed in the CCC (technical support, generalist, Lead management, etc) when necessary;
• Responsible for answering incoming telephone calls, e-mails, web-based tickets and prioritizing customer’s support needs;
• Escalate customer issues to Service Team to provide on-site support as required;
• Issue quotations in accordance with customer requests and required standards: cross-references, configuration, a mix of products in cooperation with countries representatives;
• Provide support to the customers for product replacement, troubleshooting, and technical complaints;
• Complete documentation and follow up on all commitments and customer details;
• Actively create/modify knowledge database and review FAQs;
• Collaborate with Marketing on new product launches;
• Provide relevant product and process training to other team members;
• Ongoing proactive research and learning about new products, technologies, and applications;
• Participate in the interaction center’s continuous improvement process;
• Liaise between customers, After-Sales, and Marketing regarding Product Quality Returns.

• Education: Bachelor’s Degree or Post-Secondary in electrical/engineering
• Minimum 1-year Technical Support, Sales and/or customer service experience preferred;
• Fluent in English;
• Previous phone interaction experience is desirable;
• Demonstrate a flair & understanding of customer support issues;
• Demonstrate flexibility and an ability to learn quickly;
• Excellent problem-solving abilities and aptitude to understand and explain technical information;
• Ability to work towards individual and team targets;
• Excellent interpersonal, communications and time management skills;
• Ability to develop and maintain customer rapport;
• Strong verbal and written communication skills are required.

• Flexible work schedule and home-office options (hybrid);
• A wide range of benefits: Bookster, Wellington platform, Meal tickets, discounts at several partners;
• Medical & healthcare options: Private medical subscription; Life insurance;
• Mental healthcare: Employee Assistance Program (24/7 online counseling)
• One day off to celebrate your birthday with your beloved ones;
• Hands-on training and access to our technical labs;
• Development Plan through Career path and coaching;
• Open Talent Market - a platform where you can easily find your next challenge, an exciting project, or a cool mentor;
• Sustainability is at the heart of what we do, who we are, and what we believe in;
• Exposure to a multicultural and dynamic environment;
• Diversity and Inclusion – an integral part of the company's history, culture, and identity.