Exp Tech Supp Professional

The Exp Tech Supp Professional is the primary customer facing Technical Support contact for customers both external as well as internal.
Primary responsibility is to help customers to solve technical issues and to answer any questions about the features and capabilities of the products.
Key assignments include:
customer registration & tracking of all activities in CRM
identification investigation and resolution of support requests
developing and maintaining technical knowledge base content
Timely communication to customers with focus on customer service and relationship building.

Coverage of Technical Support Helpdesk (Hotline mail live-chat and web support)
Provide pre- and post-sales technical assistance for internal and external customers: facilitating the identification investigation resolution root cause analysis and replication of technical issues. Areas include but are not limited to configurations installation procedures application functionality web servers networking and other areas as related to system operations.
Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to tier 3 and/or x-function and/or management.
Build relationships with customer base and become knowledgeable about the customers needs. Keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality.
Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
Create track and monitor CRM records for all incoming support requests. Keep CRM system updated with current information on the support case related activities and resolution.
Maintain and extend product knowledge by self-study and by attending relevant training sessions.
Deliver product training & product presentation to colleagues
Act as a point of contact for Technical Support Specialists
Onboarding buddy for new hires
Responsible for queue management
Handle requests from our Platinum Partners
Provide technical support to global customers

Geographic Scope & Travel Requirements
Travel:Ability to travel domestically and/or internationally up to 3% of the time.
Working hours: 24x7 coverage including weekends and holidays. The schedule will be established according to business requirements and local laws.

Education Required

Bachelor degree in a technical related field or an equivalent and relevant combination of education experience and industry recognized certifications.
Examples: Faculty of Computers Electronics and Telecommunications

Work Experience Required

Minimum 2-3 years related work experience in a Technical Support.
Experience in handling AIDC products and software solutions
Experience with Call Center best practices
Experience with Knowledge Management best practices
Experience in a multinational environment

Technical Skills & Specific Knowledge Required

Strong problem-solving skills ability to quickly and correctly assess the impact complexity and urgency of technical problems reported by customers.
Basic knowledge of computers electric & electronic concepts and devices
Experience with wide range of operating systems incl. Windows CE and Windows Mobile
Experience in handling software and web server technical issues
Strongly preferred but not required is a selection of the following competencies:
oKnowledge of Industry related technology and applications: familiarity with Bar Code Symbologies Imaging technology
oExperience with wide range of operating systems incl. Windows CE and Windows Mobile
oBasic programming skills (Visual ) preferred
oWorking knowledge of WLAN/GSM/GPRS/EDGE/CDMA/GPS/BT communication protocols
oExperience with networks and RF connectivity