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Open Jobs






Technical Support Specialist

One of our clients is a one of the leading American multinational companies that produces a variety of commercial and consumer products, engineering services and aerospace systems for a wide variety of customers, from private consumers to major corporations and governments.

For their expanding team in Bucharest, we are currently looking for 2 highly motivated Technical Support Specialists (level 1), with advanced language skills of Spanish or Italian (besides English), for their E&ES Partner Channel C&PS. The individuals will be working as part of the Technical Support team and will be responsible for resolution of technical issues for their UK & International customers.

The project looks over 3 main Building Energy Management Systems and Solutions:
• www.trendcontrols.com
• https://www.centraline.com/enGB/welcome.html
• https://www.saia-pcd.com/

Key Responsibilities:

• Responsible for first touch point for technical issues/request, ensuring accurate logging of issue details and assigning case priority in accordance with agreed service levels
• Identify opportunities to provide initial ‘1st level’ technical support through use of FAQ’s / Knowledge base or existing technical published product documentation, or developed technical knowledge
• Escalate technical cases to appropriate Brand technical centre, ensuring correct routing per location, priority and customer case type
• Seek regular improvement opportunities for upskilling technical knowledge through feedback from Brand Technical Support on case resolutions
• Proactively propose additional customer self-help documents by identifying repeat issues and common fixes, or identify where improvements can be made in existing documentation

Key Result areas:

• Timely resolution or escalation of product issues for customers
• Technical Support seen as best in class
• Champion of product quality
• Accuracy of progress on customer issues

Technical Skills & Knowledge required

• Electrical, electronic or software qualification (Bachelor degree, preferably in engineering discipline)
• Strong customer service skills – ability to quickly gain customer trust and confidence
• Computer literate, awareness of Microsoft products, CRM experience, knowledge of system platform incorporating technology
• Experience of Environmental controls/HVAC preferred
• Interest in technological developments
• Strong problem solving skills – ability to quickly and correctly assess the impact, complexity and urgency of issues reported by customers
• Awareness of networking devices and protocols (e.g., Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS
• Excellent / fluent in English and Italian or Spanish, both verbal and written

Behavioral Competencies Required

• Growth and customer focus
• Gets results, Proactive and resourceful
• Able to drive activities, necessary to bring tasks to a conclusion
• Ability to multitask, prioritize and work independently as well as in a team environment
• Good communication skills, telephone and email
• Strong listening skills and ability interpret and articulate customer issues accurately
• Ability to present information clearly and concisely in verbal and written forms
• Able to build relationships with internal and external customers

Benefits:

• Competitive salary and an attractive benefits package;
• Extensive Training programs;
• Career growth opportunities;
• Experienced leaders to support your professional development;
• Dynamic and international work environment.