User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
About the role
- Technical Support Engineer providing basic technical support for Securitas Healthcare products via phone, email, and occasionally onsite. Responsible for customer contact, troubleshooting, and collaboration with higher tiers.
Responsibilities
- Provide technical support for Securitas Healthcare products.
- Function as the primary customer contact for customer issues through telephone and web based technical support for all Securitas Healthcare products.
- Maintain or have access to working lab which you will actively work on, recreate customer issues, test and provide feedback.
- Collect pertinent data and escalate customer issues to higher tiers.
- Participate in on-call rotation for after-hours over-the-phone customer technical support.
- Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate and complete solutions.
- Adhere to organizational goals.
- Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
- Other duties as assigned.
Requirements
- Associate degree or accredited certification in electronics, computer science or network communication and/or the equivalent education and experience required in a technical setting.
- Minimum of 2 years of experience in a technical support center/customer service environment or customer-facing role experience in fast paced environment is required.
- Good analytical and troubleshooting skills along with the ability to think logically.
- Strong communications skills in English, technically and emphatically.
- Must be able to give and receive complex directions by phone.
- Must be a self-motivated self-starter.
- Able to work in a team environment and/or remote location.
- Ability to work in a fast-paced, multi-task & high-intensity work environment and deescalate tense situations.
- Intermediate computer knowledge preferred.
- Excellent communication and customer skills are required.
- Organizational and time management skills.
- Basic wired/wireless network knowledge is required.
- Basic knowledge of RF, BLE, LF & EMI.
- Installation, configuration, support, and/or troubleshooting of security/telecommunication systems such as electronics, low voltage components, access control systems, lock down systems, CCTV video systems, voice, data cabling and/or IP relays.
- Familiarity with inventory control and record-keeping.
- Understanding basic electronics concepts.
Benefits
- Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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