Technical Support Specialist

4 uur geleden

Hoofddorp, Noord-Holland, Nederland InVue Voltijd

Description

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at InVue. This role will require you to interact with customers, ensuring the highest level of satisfaction through product mentoring, coaching, and consulting services.

About You:
  • You have a passion for technology and innovative solutions.
  • You are naturally curious about how things work and can easily pick up hardware and software concepts.
  • You are an excellent problem-solver with exceptional customer service skills.
  • You possess strong interpersonal, verbal, and written communication skills, as well as the ability to effectively prioritize and manage your time.
  • You thrive in a fast-paced environment with a 'roll-up your sleeves' mentality.
Responsibilities:
  • Become proficient with InVue's product suite, troubleshooting issues through various channels.
  • Establish and maintain positive relationships with customers by providing continuing education on product usage and clearly explaining issue causes and resolutions.
  • Replicate issues to ensure symptom understanding.
  • Determine issue severity and urgency based on impact on customer operations.
  • Manage technical service requests for prompt resolution, including level two support.
  • Collaborate with cross-functional teams to discuss and resolve issues, escalating when necessary.
  • Update and expand the Help Center to ensure accurate, up-to-date content aligned with user needs.
  • Document best practices in the Help Center to enhance quality and efficiency.
Requirements:
  • End-to-end problem analysis experience.
  • Able to articulate technical issues clearly.
  • Demonstrated technical writing experience.
  • SaaS software deployment experience.
  • Hardware and software expertise, with the ability to adapt quickly to new IoT products and technologies.
  • Proven experience working in Zendesk Suite.
What We Offer:

As a Technical Support Specialist, you will be part of a dynamic team that values innovation and customer satisfaction. We offer a competitive salary range of $55,000-$70,000 per year, depending on experience. Our office hours are Monday-Friday, 8:30am-5:00pm. Fluency in German is a major plus.

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