Technical Support Engineer providing technical assistance and issue resolution for Finastra clients. Collaborating on software solutions to enhance customer experiences and satisfaction.
About the role
- Technical Support Representative providing support for NI Products to ensure customer success. Handling customer inquiries and resolving technical issues through various support channels.
Responsibilities
- Creates and routes technical issues for all customers
- Handle inbound technical support requests (Phone, Email, Web).
- Validates customer entitlements and approves exceptions for unentitled customers.
- Dispatch out-of-TSR scope technical issues to the appropriate support group.
- Create and manage customer data records within our applications to ensure proper data integrity.
- Resolves technical issues for customers across all account tiers
- Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
- Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
- Captures and documents knowledge to enable self-service resolution
- Learns and adopt Knowledge-Centered Service (KCS) methodology.
- Enables customers to self-serve by creating and editing Knowledge based articles.
Requirements
- Alternatively, currently pursuing a bachelor’s degree in an engineering or science-related field, such as IT, electronic engineering, automotive, manufacturing support or other.
- OR having 1+ year of experience working in a Technical Support position.
- Intermediate or advanced English level and Japanese language, oral and written.
Benefits
- Competitive benefits plans
- A variety of medical insurance plans
- Employee Assistance Program
- Employee resource groups
- Recognition
- Flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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