Technical Support Specialist Sassenheim • More Recruitment

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The Technical Service Specialist is responsible for providing high level of customer support and troubleshooting assistance for all products, services and solutions. This position provides effective diagnostic evaluation of end-user customer needs and in all cases uses good judgment and timeliness in responding to and resolving each issue, request or complaint to the customers satisfaction.

• Assists customers by providing support and troubleshooting of all product, services and solutions
• Research, respond and resolving various customer inquiries received via telephone, e-mail, voice-mail and ticketing system in a timely manner
• Learn and master specific company products, their technical requirements and modes/methods of operation – as per the product matrix.
• Communicate with end user at their level of expertise to solve problems via face to face interaction, telephone, remote pc applications and/or e-mail
• Maintain a high standard of customer satisfaction while following policies, procedures, and warranties
• Manage coordination of Technical Service Case Management processes using global ERP system
• Review existing procedures (Work Instructions) to ensure compliance with current practice and Quality System
• Collaborate with internal sales representatives, Analysts, Program Managers, Engineering, C3 and other support members to ensure that customer issues are resolved appropriately. Provide necessary guidance and recommendations to the internal customers to avoid technical issues
• Conduct Hardware evaluation of electronics and created/provide evaluation report to the customer
• Log and track support calls in the designated ERP and ticketing system(s), prioritize and escalate jobs as required to ensure customer satisfaction
• Identify trends in the support calls and develop documentation (in combination with other support members) to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity

• Minimum of 4-years’ experience working in a customer service/technical support field with direct customers.
• Creativity, problem-solving skills, strong analytical and communication skills required.
• Must be organized and detail oriented.
• Strong interpersonal skills and ability to work as part of team.
• Proven capability to adapt personal style, project management approach and methodology to the needs and requirements of the company, customer and specific project.
• Ability to multitask, respond quickly, and follow established procedures.
• 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

• Full time position 40 hrs (5 days a week)
• Salary €2800 - €4000 per month