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Technical Support Specialist (Hardware + Software)

Location: Bucharest/ Romania

Responsibilities:
Be our software and hardware expert in electrical products & software\n– for commercial and private buildings. 

Typical\nproducts to support:
Switches and sockets
Lighting solutions
BMS integration solutions
KNX product portfolioEnOcean product portfolio

The\nmain tasks are

Handling complex technical problems from our partner network of\nsystem integrators and wholesalers
Diagnosing the root cause of problems and providing solutions to our\ncustomers
Liaising with all internal departments to facilitate and ensure the\nprocessing of customer enquiries
Managing customer calls and creating tickets in our SalesForce tool
Maintaining and improving the performance targets of the helpline and\nincoming customer emails

Planning, organizing and delivering customer training for the\nsupported products/software
Developing self-help options such as training or documentation for\n24/7 access for customers

You will play an important role in the introduction of new products.\nThis ranges from product level to documentation review and training at software\nand system level.

Basic Qualifications: 

You love to help customers and dig into software\nrelated details.
You have 3+years of experience handling automation products – electro\nmechanical, automation technical or similar.
English written data sheets and electrical circuit diagrams you\nunderstand very well.
Computer literate,\nfamiliarity with Microsoft programs
German language skills

Preferred Qualifications: 

Formal electrotechnical qualifications, these\nare preferred but demonstrable experience in this field along with a proven\nability to learn will be considered
Electrical installations skills and knowledge of related regulations\nand standards
Customer facing experience (sales, administration, support) and the ability\nto communicate with customers at all levels to enhance and add value to our\nservices Focus on timely administration and adherence to metrics
Ability to operate without close supervision and accept\nresponsibilities and ownership of challenging situationsExperience on KNX installations, setup and error handling
Experience on EnOcean installations, setup and error handling
Base knowledge on Building Management Systems (BMS)Additional InformationJOB ID: req477622Category: Customer ExperienceLocation: 3 George Constantinescu,,Upground building, 5th floor (entrance A) District 2,Bucharest,BUCURESTI,020339,RomaniaNonexemptCustomer Experience (GLOBAL)