Tier 2 / Tier 3 Technical Support Specialist

Job Title: Tier 2 / Tier 3 Technical Support Specialist
Salary: Open for the right candidate
Employment Type: Permanent
Location: Iasi, Romania

Job description

Responsibilities:
• Receive direct client contacts (e.g., via phone, video chat, web portal, email), triage and provide remote client assistance to solve the issue directly if possible
• Talk to client and understand client problem
• Use the knowledge base available to resolve client reported problems
• Redirect calls to field engineering support if a field support visit is required
• Escalate to remote expert (Tier 3 / “deep dive” team in future model) as required
• Provide part prediction and/or working/troubleshooting directions for the field engineering team.

Requirement: Previous experience working as a Customer Service.

Previous experience on taking calls (inbound or outbound).

Previous technical experience is beneficial, but not mandatory to have.

Product training will be provided for this role.