Sr Tech Supp Professional

Key Responsibilities

• Deliver excellent remote technical support specialized in “Respective” offerings.
• Proactively manage and respond to customer questions, issues, and input accurately and within agreed Service Level Agreement.
• Respond to customer inquiries by diagnosing the issue and providing the most appropriate technical solution.
• Provide local affiliates with periodic updates, so that they can interface effectively with the customer using current information.
• Maintain strong case documentation that will help to create knowledge article after issues resolution.
• Maintain internal Lab hardware and software used to provide customer support infrastructure
• Verification and Validation of Hardware & Software products.
• Liaison with Technology, ISC, Quality and Customers
• Manage Customer Escalations and Case Loads
• Liaise with Quality on Issues reported & Root cause analysis.

YOU MUST HAVE

• Bachelor's degree, or equivalent- Electronic/Electric/Chemical/Mechanical or other Engineering
• Customer facing experience
• Proficiency in Microsoft Office
• Sufficient English skill in Communication and Writing
• More than Five years’ Experience from Technology related business area

WE VALUE

• Extensive customer facing experience
• Excellent interpersonal and verbal & written communication skills
• Continuous improvement mindset, Strong leadership impact
• Experience with Salesforce.com and SharePoint
• Good administration skills