Customer Support Engineer in Ballerup contributing to solutions used by emergency services. Providing technical insights and support for complex software solutions in a hybrid work environment.
EA
Hybrid Technical Support Specialist, Italian
Posted 3 months ago
About the role
- Technical Support Specialist assisting customers with Honeywell Home products. Provide post-sales technical support and answer product-related inquiries in Italian and English.
Responsibilities
- Case Management: recording and tracking of all activities in CRM (Service Cloud)
- Identification, investigation and resolution of support requests
- Developing and maintaining technical Knowledge Base content
- Timely communication to customers with focus on customer service and relationship building
- Utilizing the SFDC article knowledge base to resolve customer issues in a timely manner
- Coverage of Technical Support Helpdesk (Phones, mail, email, live-chat, social media coverage and web support) for the Honeywell product portfolio
- Provide pre- and post-sales technical assistance for customers
- Timely resolution is of high importance
- Build relationships with customer base and become knowledgeable about the customer’s needs
- Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines
- Create, track and monitor CRM records for all incoming support requests
- Keep CRM system updated with current information on the support case
- Maintain and extend product knowledge by self-study and by attending relevant training sessions
- Any other tasks requested by the company
- Support any project during low-season
Requirements
- Fluent in Italian and English, both written and spoken
- Previous experience in a call center or helpdesk environment, engaging with customers in English
- Strong ability to interpret technical information and clearly explain it to customers
Benefits
- Access to a strong support system who will help you flourish in your role
- The opportunity to work with a range of market leading technical products
- 26 days' vacation
- Meal ticket for each day worked
- Medical cover
- Hybrid working
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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