Support Engineer

• Providing service and Tier-2 support to end-users and service partners by remote connection
To our products and over the phone.
• Providing support and occasional training to a chain of worldwide technical partners.
• Following support working methodology and standard procedures.
• Managing multiple cases in real-time, and following up on cases through CRM system.
• Maintaining and constantly updating problem resolution and support knowledge-base.
• Championing costumers and ensuring that service requests are handled with expertise kindness and skill.
• Communicating with clients, service providers, sales and R&D internal teams.
Requirements:
• A minimum of 2 years technical support and service management experience is required.
• Prefer experience working in software based and IT service and technology environment.
• Exceptional written and oral communication skills in English.
Additional languages – Advantage
• Academic degree in Engineering / IT / Communication systems – Advantage
• Must be hands-on, available to answering the phones and emails and resolving tickets according to a very demanding SLA per accounts.
• Team player, Multitasker, Problem solver.
• Excellent interpersonal skills, initiative and a collaborative.
• Possibility to occasional on-site work and abroad travel.
• Participation in holidays support duty roster.