As part of our Technical Services Department, the Junior Technical Remote Support Engineer is in charge of:
• Front and back-office support (Customer support, connection to the Level 2, support our external and internal partners)
• Using technical knowledge and tools to provide the best support to our customers.
• Implement & maintain the internally specified KPIs
• Implement and participate in the promotion of continuous improvement initiatives
Responsibilities
• Promoting customer satisfaction
• Close cooperation with Level 2
• Using predefined technical tools
• Collaboration with all internal stakeholders such as quality, sales, etc.
• Documenting and processing tickets in our CRM system
• Compliance with internal KDGs and internal/external SLAs
• Compliance with the specified processes and work instructions
• Establish lean management thinking
• Performance and processing of the given tasks
• Improving knowledge in the individual products
• Knowledge of all specified processes
• Expand knowledge through continuous training to keep up to date on new changes or product launches
• Take over special parts like Webshop, Knowledge center or customer portal
• Recognize the priority of individual cases
• Support quality through documentation and recording of cases