Náplň práce

- The Systems Support Engineer will be responsible for the direct interaction with Symbol customers.
- Most effort will be expended in gathering information to be entered into our case tracking system, providing technical assistance and in troubleshooting issues to point of resolution.
- Symbol customers include Symbol Associates, End-Users, VAR.'s, Strategic Alliance Partners, OEM's, etc.
- You will maintain accurate on-line records of all faxes, e-mails, voice messages, and phone calls received.
- You will provide entitlement verification and co-ordinate problem resolution processes with other Symbol departments and/or supervisors.

KEY OBJECTIVES & ACTIVITIES:
- Provide timely and accurate technical assistance and support on a broad range of products from barcode scanners to wireless network and enterprise mobility products.
- Using our call management system, maintain accurate on-line records of all calls received.
- Evaluate caller needs, determine customer entitlement, resolve problem or escalate case to the proper associate, department, CSR or queue.
- Follow up on email / voice messages left on system.
- Provide input to management on customer satisfaction issues.
- Stay current on technical skills, policies, procedures and service offerings.
- Promote a positive image of product, technical ability and company.
- Provide the utmost quality customer service at all times.
- Perform additional duties and responsibilities as assigned by supervisor.

Požadujeme

- Must have good verbal and written English skills
- Knowledge of other europen language a big advantage
- Degree in Computer Information Systems, Computer Science, Business Mgmt or equivalent professional experience.
- Specialty courses or certification from Microsoft, Cisco, A+, etc. is an asset.
- Must have excellent communications skills i.e. verbal, written and listening.
- Must have strong problem solving & troubleshooting abilities and be able to interact with customers over the phone.
- Two to three years Support Center / Helpdesk experience in a direct customer support role is highly desired.

Nabízíme

- Excellent working conditions
- Employee benefits (free language classes, 5 weeks of vacation, life and pension insurance, employee stock programme, free lunches)
- Trainings and Career growth

Kontaktní osoba