Technical Support Engineer

Job Description

Receive and attend promptly and accurately all telephonic, form, chat, and e-mail technical support queries from partners & customers. Evaluate each problem to identify and initiate resolution or escalations as required to prevent a repeat of that problem. Maintain accurate records of customer contact information & cases information, summary of contact and problem resolution steps and status utilizing Salesforce CRM. Promote the company, department, and maintain a positive attitude and a pleasant manner whenever dealing with customers. Appropriately refer customer queries to other departments / personnel when not directly attended to. Escalate to senior staff or engineering or factory staff for advice / assistance on problems that cannot be addressed directly. Provide advanced site support and comply with SLA turnaround times in emergencies. Assist with testing new release/product functions and provide feedback to engineering, operations, and product management. regarding any potential issues. Telephonic After Hours Standby - Backup if requiredField Support & services Provide advanced site support including international clients. Assist with Client Training and software commissioning for major projects if necessary. Assist with specialized client services, DB repairs and conversions.PRODUCT COMMISSIONING AND USAGE KNOWLEDGE Obtain in-depth product knowledge by means of hands-on setup and operations. Acquire familiarity with product leaflets, notices, user manuals, installation manuals and instruction for use. Install, test, and evaluate new software/products/documentation and report any problems or inaccuracies to the appropriate party including customer relevance.QualificationsThe requirements listed below are representative of the knowledge, skill, and/or ability required. Strong abilities in problem solving, analysis and decision making. Must have some track record of software and hardware technical support. The ideal candidate must have experience in the Electronic Access Control marketplace in a customer centric role Has demonstrated some history of collaboration, communication and organizational skills, attention to detail, and can manage multiple assignments. Demonstrated success that individual can excel under pressure and strict deadlines. Well-developed inter-personal skills and experience in interacting with various stakeholders at different levels of an organisation.EducationEducation and/or Experience Bachelors degree in Engineering (Electrical, Electronics, Computer Science, IT or similar majors) from an accredited college or university. Must possess a minimum of six years experience in technical service and software support. Electronic Access Control System support experience is highly desirable. Proficiency with computer software applications including major Microsoft Office Suite . Project/program management skills and attention to detailsLanguage Skills Ability to effectively communicate in the English language verbally and in writing. Any other language would be a plus. Communication skills within various levels of the organization. Must be familiar with Electronic Access Control industry related terms and definitions. Ability to read and interpret technical journals, specifications, international technical standards, etc.Computer Skills Must be proficient with MS Office applications, such as Word, Excel, Teams, and Power Point, etc. Basic knowledge of Windows Operating Systems and application logging. Must have experience with operation and connectivity of networking devices (i.e., hubs/routers/modems/switches). Ideally must have some experience with SQL Server (or other DBs). Proficient at using a CRM for case management. Programming experience would be beneficialWe are the ASSA ABLOY GroupOur people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer, more secure, and easier to access.As an employer, we value results not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.As we welcome new people on board, its important to us to have diverse, inclusive teams, and we value different perspectives and experiences,

Keyskills :
technical supportproblem solvinganalysissoftware supporthardware supportcustomer centriccollaborationcommunicationinterpersonal skillsproject managementEnglish languagecomputer software applicationsSQL ServerCRMprogrammingdecision making