Tier 2 / Tier 3 Technical Support Specialist

Updated: March 02, 2024 04:14 PM GMT

Full-time Job in Iasi, Iasi County

Alois Technologies Limited

Iași, Romania

Job Responsibilities

Job Title: Tier 2 / Tier 3 Technical Support Specialist

Salary: Open for the right candidate

Employment Type: Permanent

Location: Iasi, Romania

Job description

Responsibilities:

• 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 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 future model) as required

• Provide part prediction and/or working/troubleshooting directions for the field engineering team.

Skills Required

Requirement: Previous experience working as a Customer Service.

Previous experience on taking calls (inbound or outbound).

Previous technical experience is beneficial, but not mandatory to have.

Product training... More Detail