Senior Technical Support Specialist

  • Location

    Sassenheim

  • Sector:

    IT

  • Contact:

    Sandhya Subbammal

  • Job ref:

    JN -022018-5557

  • Published:

    about 2 months ago

  • Expiry date:

    2018-03-07

The Senior Technical Support Specialist is responsible for supporting the company's Food, Life Sciences and Security Division accounts. He/She effectively handles high volume of inbound contacts (calls, email, chat, cases) from internal and external customers and business partners focusing on software support, device support, and general customer education.

  • Facilitates the researching, responding, and resolving various customer inquiries received via telephone, e-mail, and voice-mail
  • Communicate with end users of various technical aptitude.
  • Conduct Hardware evaluation on return devices and provide evaluation reports to customer
  • Collaborated with Technical Support personnel based in company’s other global locations to achieve Global Technical Support Departmental Goals and maintain service initiatives to meet internal SLA and Customer SLA requirements
  • Facilitates and assists in quantitative and qualitative analysis of field failures
  • Develops and/or maintains standard trouble shooting documentation
  • Facilitates responses to customer complaints and manages communications in response to confirmed field failures
  • Manages coordination of Technical Service Case Management Process using global ERP system
  • Creates and/or maintains metrics to measure service initiatives, reports on trends and
  • Administer material flow through standard support process
  • Responsible for recording, prioritizing (per standard operating procedures), tracking, and facilitating the closure of open issues
  • Process Improvement – Participate in Global Technical Service team process improvement activities designed to improve service quality and proactively address product/customer issues
  • Provide monthly metrics and detailed reports to management as required
  • Facilitates compliance to company’s EHS objectives
  • Conduct Hardware evaluation on return devices and provide evaluation reports to customer
  • Other tasks as assigned 

Job requirements:

  • Bachelor’s Degree in Computer Science, Electronic or Electrical Engineering preferred.
  • Minimum of 4-years in a customer service/technical support field with direct customer contact
  • Ability to prioritize, multitask and follow established procedures to attain positive results while resolving customer issues
  • Ability to learn and conduct electronic fault finding to component level
  • Knowledge and experience using diagnostic test equipment such as Multi-meters and Oscilloscopes
  • Ability to handle customers with tact and patience
  • Must have strong attention to detail, analytical, and problem-solving skills
  • Self-motivated individual with the ability to take ownership of the assigned responsibilities and bring to completion with minimal direct supervision
  • Basic computer support experience and a basic understanding of the principles of network security and the following technologies XML, .NET Framework, Web services, TCP/IP protocols and internet connectivity.
  • Previous experience in leading teams highly desired
  • Language skills for spoken and written communications – English; Multilingual skills are preferred. 

Company profile:

They are a leading provider in cold-chain visibility solutions, and known for enabling global leading companies in the food and pharmaceuticals industries. They enable their clients to track and monitor assets across the supply chain and ensure the integrity of temperature-sensitive products.

Benefits include:

  • 8% holiday pay (annual pay-out)
  • 25 Holiday Days
  • Direct contract with the employer for 1 year with a possibility of extention
  • Fanatstic bonus scheme
  • Pension contribution
  • Health insurance