POSITION : Expert, Technical Support (Level 2)
Description
The Expert, technical support (Level 2) is a higher-level person, in charge of taking more difficult cases or situations through elevations coming from Software Support Engineer Level 1.
Expected as well to provide faster and more accurate support.
Responsibilities
- Take and resolve Technical Elevations coming from Level 1.
- Be the bridge of contact between Level 1 and Level 3 when needed.
- Take and resolve Premier Contract cases when requested.
- Mentor Level 1 engineers if needed or requested by the manager.
- Provide concrete and reliable information to the clients, in compliance with the respected procedures.
- Accept, prioritize, analyze and close all assigned to him/her client’s requests with the needed quality within the expected deadlines.
- Communicate with the client to collect all required additional information needed for the case resolution.
- Ensure complete and detailed track of each update related to the case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident.
- Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels
- Use professional business language when communicating verbally or in written with the customers. Any usage of slang, argot, offensive or informal language is inappropriate and may lead to disciplinary sanctions
- Meet all personal targets and try to over achieve the metrics on a daily and monthly basis.
- Comply with and execute appropriately all specific tasks related to the position or ad hoc tasks
- Send all data and reports requested by his/her direct Manager.
- Collaborate with other team members to provide high quality support and quick resolution of the client’s requests.
- Present a positive, effective and flexible contribution to achieving team targets and objectives by sharing best practices.
- Protect confidential and sensitive (incl. protected) information and materials.
- Ensure constant self-development by using each moment and way to improve in the day to day work, following web based trainings, personal experience and any other available tools.
- Adhere to all internal and client’s Policies and Procedures.
- Proactively check for updates of procedures and give feedback to his/her direct Manager.
- In case of necessity, serve as a back-up of a colleague by taking additional cases and updating the status of the client’s requests.
- Attend Face to Face meetings with his/her direct Manager.
- Participate actively in team meetings.
- Seek for the continuous improvement of the provided service’s quality.
- Operate under close supervision of his direct Manager.
- Make a correct use of his/her office phones only for work related needs- contact with the client and/or communication with all parties involved in the case’s resolution.
- Part of the Queue Monitoring when requested and ensure accomplishment of the service level agreements.
- Strictly follow his/her working schedule and be available on his workplace from the beginning till the end of his shift.
- Any additional task requested by the direct Manager.
Requirements
- HND/BSc. in related fields.
- More technical experience and knowledge than a level 1 is required.
- At least 3 years of experience acting as a Level 1 Support Engineer is required
- Technical education at a high level is preferable.
- Previous experience on the software
- Previous customer service experience is needed
- Engineer certified on the product supported when needed.
- Customer orientated, motivated to take charge of both customer engagement and problem resolution.
- High customer service, telephone, oral and written skills.
- High written and oral knowledge of English and/or another language, depending on the profile
- Proficient knowledge of various hardware, software and Microsoft® operating systems.
- High Technical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc) – Technical skills must be higher than L1 engineer.
- Analytical and Troubleshooting skills
- Self-management and self-control
- Team player
How To Apply
Candidates should kindly send their CV's to:jobs@wfmcentre.com the subject should be : "Expert Technical Support (Level 2)"
Sorry the application deadline for this job has elapsed
