Primary Technical Support

What will you do:

• Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners;
• Ensure a proper escalation to the 2nd level support when necessary;
• Back-up for Commercial Customer Support role;
• Responsible for back-up (English language) of tasks performed in the MCCC (technical support, generalist, Lead management, etc)  when necessary;
• Responsible for answering incoming telephone calls, e-mails, web based tickets and prioritizing customer’s support needs;
• Escalate customer issues to Service Team to provide on-site support as required;
• Issue quotations in accordance with customer requests and required standards: cross references, configuration, mix of products in cooperation with countries representatives;
• Provide support to the customers for product replacement, troubleshooting and technical complaints;
• Complete documentation and follow up on all commitments and customer details;
• Actively create/modify knowledge database and review FAQ’s;
• Collaborate with Marketing on new product launches;
• Provide relevant product and process training to other team members;
• Ongoing proactive research and learning about new products, technologies and applications;
• Participate in the interaction centre’s continuous improvement process;
• Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.

Experience and skills we are looking for:

• Education: Bachelor’s Degree or Post-Secondary technical  school;
• Minimum 1 year Technical Support, Sales and/or customer service  experience preferred;
• Fluent in English and Romanian;
• Previous phone interaction experience is desirable;
• Demonstrate a flair & understanding of customer support issues;
• Demonstrate flexibility and an ability to learn quickly;
• Excellent problem solving abilities and aptitude to understand and explain technical information;
• Ability to work towards individual and team targets;
• Excellent interpersonal, communications and time management skills;
• Ability to develop and maintain customer rapport;
• Strong verbal and written communication skills are required;

What we offer: 

• Possibility to work from home;
• Competitive and rewarding salary package;
• Well-being workshops;
• Hands on training and access to our technical labs;
• Connection sessions with global management;
• Exposure to a multicultural and dynamic environment;
• Development Plan through Career path and coaching;
• Cool site environment;
• Employer with high focus on Sustainability;
• Diversity and Inclusion - integral part of the company's history, culture and identity.