Technical Support Specialist (Italian OR Spanish)

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Employer: Brainspotting
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • Telecommunication
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 08.07.2017
    Remote work: On-site
    Short company description

    We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

    We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

    Requirements

    Technical Skills & Knowledge required
    • Electrical, electronic or software qualification (Bachelor degree, preferably in engineering discipline)
    • Strong customer service skills – ability to quickly gain customer trust and confidence
    • Computer literate, awareness of Microsoft products, CRM experience, knowledge of system platform incorporating technology
    • Experience of Environmental controls/HVAC preferred
    • Interest in technological developments
    • Strong problem solving skills – ability to quickly and correctly assess the impact, complexity and urgency of issues reported by customers
    • Awareness of networking devices and protocols (e.g., Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS
    • Excellent / fluent in English and Italian or Spanish, both verbal and written

    Behavioural Competencies Required
    • Growth and customer focus
    • Gets results, Proactive and resourceful
    • Able to drive activities, necessary to bring tasks to a conclusion
    • Ability to multitask, prioritize and work independently as well as in a team environment
    • Good communication skills, telephone and email
    • Strong listening skills and ability interpret and articulate customer issues accurately
    • Ability to present information clearly and concisely in verbal and written forms
    • Able to build relationships with internal and external customers

    Responsibilities

    One of our clients is a one of the leading American multinational companies that produces a variety of commercial and consumer products, engineering services and aerospace systems for a wide variety of customers, from private consumers to major corporations and governments.

    For their expanding team in Bucharest, we are currently looking for 2 highly motivated Technical Support Specialists (level 1), with advanced language skills of Spanish or Italian (besides English), for their E&ES Partner Channel C&PS. The individuals will be working as part of the Technical Support team and will be responsible for resolution of technical issues for their UK & International customers.
    The project looks over 3 main Building Energy Management Systems and Solutions:
    • trendcontrols(dot)com
    • centraline.com/enGB/welcome.html
    • saia-pcd(dot)com/

    Key Responsibilities:

    • Responsible for first touch point for technical issues/request, ensuring accurate logging of issue details and assigning case priority in accordance with agreed service levels
    • Identify opportunities to provide initial ‘1st level’ technical support through use of FAQ’s / Knowledge base or existing technical published product documentation, or developed technical knowledge
    • Escalate technical cases to appropriate Brand technical centre, ensuring correct routing per location, priority and customer case type
    • Seek regular improvement opportunities for upskilling technical knowledge through feedback from Brand Technical Support on case resolutions
    • Proactively propose additional customer self-help documents by identifying repeat issues and common fixes, or identify where improvements can be made in existing documentation

    Key Result areas:
    • Timely resolution or escalation of product issues for customers
    • Technical Support seen as best in class
    • Champion of product quality
    • Accuracy of progress on customer issues

    Other info

    Benefits:

    • Competitive salary and an attractive benefits package;
    • Extensive Training programs;
    • Career growth opportunities;
    • Experienced leaders to support your professional development;
    • Dynamic and international work environment.

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