Technical Consultant - L2 Support for AI Robotic Systems

Odmeňovanie

From € 1650/month based on your experience and skills

Informácie o pozícii

In this role, you will be responsible for resolving complex technical issues escalated from Level 1 (L1) support and customers, ensuring smooth and efficient solutions for our products. Your ability to troubleshoot, diagnose, and communicate effectively with customers will play a critical role in maintaining high levels of customer satisfaction.

Pracovný režim

• full-time

Core responsibilities:

• Technical Issue Resolution: Handle and resolve complex technical issues escalated from Level 1 (L1) support and from the customer.
• Diagnose and troubleshoot technical problems related to products.
• Customer Interaction:Provide clear, concise, and timely communication to customers regarding their technical issues.
• Ensure high levels of customer satisfaction through professional and empathetic interactions.
• Documentation and Reporting: Document all support interactions and resolutions in the CRM systems.
• Maintain and update technical documentation and knowledge base articles.
• Collaboration: Work closely with other support levels (L1 and L3) and departments such as product, R&D, Service Technicians, Project and other to resolve customer issues. Service interventions are triggered by processes on L2.
• Cooperation with the customer regarding new deployments, issue quotations and service interventions.
• Relay complex technical issues to the appropriate team for further investigation and resolution.
• Continuous Improvement: Identify recurring technical issues and suggest improvements to prevent future occurrences.
• Stay updated with the latest product updates and technical support trends.
• Training and Development: Participate in ongoing training sessions to improve technical skills and product knowledge.
• Assist in training L1 support team members and others on new products and technologies.

Requirements:

• Strong technical background
• Experience in troubleshooting and resolving complex technical issues, especially in a customer support context
• Proficiency in CMR systems for documenting and tracking support cases
• Ability to diagnose and resolve technical problems efficiently, applying logical thinking and attention to detail.
• Capability to escalate and relay issues to the appropriate teams when necessary.