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Responsibilities: Reporting to the Team leader, the Remote Technical Customer Support Specialist will provide support to customers, field engineers and business partners engineers for escalated issues. There is a strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction. Close liaison with the Next Level Technical Escalation team, engineering groups and in country technical support staff is the norm. The role calls for a highly motivated person with strong technical knowledge and excellent customer skills. Receive direct client contacts (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, through any means of technology provided Use all available tools, Knowledge bases or any other resource available to resolve client-reported problems Redirect calls to field engineering support if a field support visit is required Escalate to next level of problem resolution process through the required tool/resource as required by process Provide part prediction and/or working/troubleshooting directions for the field engineering team.
