We are seeking a dedicated and dynamic Support Engineer to join our innovative team. In this role, you will provide data-driven solutions to customer-reported problems in alignment with established processes and contracted Service Level Agreements. Focusing on fault prevention, identification, resolution, and stabilisation, you will expand your knowledge of our products, solutions, customer networks, and emerging technologies. With increasing experience, you'll take on a more instrumental role in handling operational and technical issues for our valued customers, specific solutions, or domains.
What you will do:- Own Customer Service Requests, managing them from contract validation, through issue resolution.
- Play an active role in emergency situations to ensure timely restoration of customer networks.
- Oversee SLA and KPI performance, driving enhancements through consultative approaches to ensure customer satisfaction and contractual fulfillment.
- Conduct data-driven support, assisting in the prevention of service or performance degradation for our customers.
- Plan and execute contracted software implementations in customer networks, maintaining functionality and efficiency.
- Implement appropriate corrective actions in the event of unsuccessful software loading.
The skills you bring:- Customer Problem Management.
- Change and Improvement Management.
- Preemptive support competence.
- CS Portfolio competence.
- Data Analysis.
- Negotiation.
- Customer Success.
- Machine Learning.
- Customer Relationship Building.
- CSR Handling Process.
- Trade Compliance.
- Knowledge Transfer and Reuse.
- Knowledge Sharing and Collaboration Skills.
- Release and change management.