Technical Support Engineer SPS

Purpose of the Job:

The Technical Support Lead Specialist is the primary customer facing Technical Support contact for customers, both external as well as internal.

Primary responsibility is to help customers to solve technical issues and to answer any questions about the features and capabilities of the products.

Key assignments include:

• customer registration & tracking of all activities in CRM
• 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.

Principal Responsibilities:

• Coverage of Technical Support Helpdesk (Hotline, mail, live-chat, and web support)
• Provide pre- and post-sales technical assistance for internal and external customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
• Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to tier 2 and/or management.
• Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality.
• Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
• Create, track and monitor CRM records for all incoming support requests. Keep CRM system updated with current information on the support case, related activities and resolution.
• Maintain and extend product knowledge by self-study and by attending relevant training sessions.

Education Required: 

• Bachelor degree in a technical related field or an equivalent and relevant combination of education, experience and industry recognized certifications.

          Examples: Faculty of Computers, Electronics and Telecommunications

Work Experience Required:

• Significant  work experience in a Technical Support / Technical Service Desk environment, on Servers Operating Systems: Windows CE and Windows Mobile/Networking/Android.
• Experience with Knowledge Management best practices
• Experience with Call Center best practices
• Experience in a multinational environment

Technical Skills & Specific Knowledge Required:

• Working knowledge of WLAN/GSM/GPRS/EDGE/CDMA/GPS/BT communication protocols
•  Experience with networks and RF connectivity
•  Industry wireless network certifications, examples: CWNA, CCNA, CCDA, CCNP, CCDP
• A working knowledge of basic test equipment utilized in systems analysis including protocol analyzers (Omni-Peak), network analyzers and other monitoring tools.