Technical Support Specialist

2 weeks ago

Bucharest, Bucureşti, Romania Resideo Full time

The Technical Support Specialist is responsible for advising Dutch & English-speaking central installers, wholesalers, and specifiers on heating technical solutions for residential and light commercial buildings measurement and control technology. 

You will answer questions that come in via phone and email and assist with troubleshooting and problem solving. With your advice and product solutions, you will help our customers in the best possible way in their selection, installation, commissioning, and service process work. 

JOB DUTIES:

  • Cover the Technical Support Helpdesk (Phones, email, social media and web support) for the Resideo product portfolio
  • Provide pre-sales and post-sales technical assistance to customers: facilitate identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality and other areas related to system operation
  • Timely resolution is of great importance. Support cases should be escalated to Level 2 and/or appropriate resources in a timely manner if necessary
  • Case Management: record and track all activities in CRM (Service Cloud), create, track and monitor CRM records for all incoming support requests
  • Develop and maintain technical knowledge base content and use the knowledge base to quickly resolve customer issues
  • Build relationships with the customer base and gain knowledge of customer needs. If the query could not be answered within the initial contact, keeping the customer updated on the status of reported issues. Communicate with a strong focus on customer service and quality of solutions
  • Maintain and expand product knowledge through self-study and attending relevant training courses

YOU MUST HAVE:

  • Fluent in Dutch with strong proficiency in English 
  • Analytical mindset with the ability to grasp, retain, and clearly explain technical concepts 
  • Exceptional telephone etiquette and active listening skills to accurately identify and address customer needs 
  • Clear and concise communicator, both verbally and in writing, with the ability to build positive relationships and deliver information in a professional, approachable manner

WE VALUE:

  • Previous experience in technical support
  • Technical knowledge of heating, HVAC and/or water products
  • Strong customer service skills, with the ability to build trust and rapport quickly  
  • Excellent problem-solving abilities, capable of accurately assessing the impact, complexity, and urgency of customer-reported issue

WHAT'S IN IT FOR YOU:

  • Excellent training and access to a strong support system who will help you flourish in your role
  • The opportunity to work with a range of market leading technical products 
  • 26 days' vacation
  • Meal ticket for each day worked
  • Medical cover
  • Hybrid working

#LI-AM3

#LI-HYBRID

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