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Technical Support Specialist
7 maanden geleden
The Technical Support Specialist will be responsible for advising Dutch & English speaking central installers, wholesalers, and specifiers on heating technical solutions for residential and light commercial buildings measurement and control technology.
You will answer questions that come in via phone and email and assist with troubleshooting and problem solving. With your advice and product solutions, you will help our customers in the best possible way in their selection, installation, commissioning, and service process work. This requires a service and solution-oriented mentality and excellent product knowledge of our portfolio.
JOB DUTIES:
Cover the Technical Support Helpdesk (Phones, email, social media and web support) for the Resideo product portfolio. Provide pre-sales and post-sales technical assistance to customers: facilitate 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 related to system operation. Timely resolution is of great importance. Support cases should be escalated to Level 2 and/or appropriate resources in a timely manner if necessary. Case Management: record and track all activities in CRM (Service Cloud), create, track and monitor CRM records for all incoming support requests. Develop and maintain technical knowledge base content and use the knowledge base to quickly resolve customer issues. Build relationships with the customer base and gain knowledge of customer needs. If the query could not be answered within the initial contact, keeping the customer updated on the status of reported issues. Communicate with a strong focus on customer service and quality of solutions. Maintain and expand product knowledge through self-study and attending relevant training courses. Support any project during off-season.YOU MUST HAVE:
Excellent telephone skills, strong listening skills to really understand a customer's problem or question. Technical knowledge of products in the heating, HVAC and/or water industry. Ability to present information clearly and concisely, both orally and in writing, and to communicate and build relationships with customers in a pleasant manner. Fluent Dutch and advanced English.WE VALUE:
Professional experience as an HVAC / Electrical installer or previous experience in a technical support capacity working with heating, HVAC and/or water products. Strong customer service skills, with the ability to quickly gain customers' trust. Strong problem-solving skills, ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers.WHAT'S IN IT FOR YOU:
Training & development opportunities Competitive salary + fixed 13th month 8% holiday pay 27 holidays + 13 ADV days Excellent pension plan FiscFree - benefits (bicycle plan/gift vouchers#LI-AM3
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