Job Description
- Log or document all customer requests/incidents/ inquires (via all communication channels);
- When needed, create & escalate ticket to 2nd level;
- Act as a SPOC (single point of contact );
- Identify and log correctly the customer contact details;
- Support/forward any technical issues/questions;
- Follow incident management procedure;
- Contribute to knowledge base articles if needed;
- Performs and documents remote support sessions following the procedure;
- Escalate existing/potential complaints to TL’s or OPM;
- Troubleshoot & diagnose all issues;
- End to end ticket tracking and follow up;
- Collect log files & configuration files & data bases;
- Set up and maintain laboratory equipment;
- Is aware of the project KPI’s and contributes in fulfilling them;
- Share knowledge and offer support to other colleagues;
- Back-up for other colleagues when needed;
- Respects all procedures and internal regulations;
- Train colleagues after participating to trainings perform by 2nd level/BU’s outside our location;
- Perform other tasks as assigned by TL’s/OPM/SME.
Qualifications
- Solid knowledge (oral and written) of English language;
- Networking knowledge or similar experience is a +;
- Fast understanding of technical problems;
- High level of customer and service orientation, communication and organizational skills;
- Strong awareness of quality, reliability and responsibility;
- Good command of MS Office package;
- Adaptability;
- Analytical thinking;
- Positive attitude;
- Autonomous and proactive behavior;
- The ability to remain calm under pressure or in case of conflict management;
- Customer care oriented;
- Understanding and respecting work instructions;
- Technical background and inclination towards technical solutions is a plus;
- General understanding of the functionalities behind an IoT infrastructure is a plus.
