Product Expert
Outpost 24 AB / Supportteknikerjobb / Karlskrona
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The role of Product Expert includes remote collaboration with customers to solve complex issues, collecting and tracking information and details of the problem, troubleshooting the issues and escalating the calls to advanced personnel, if necessary. On top of being highly technical, this position also requires you to have strong communication and organizational skills. Bringing either your exceptional customer service skills or your technology background, you'll provide technical assistance to our customers as they use our products.
In Customer Support, our mission is to ensure all our customers and partners have a great user experience with our products and feel empowered throughout their journey with us. As we are a global company with customers and partners around the world, we are available 24 hours per day 7 days per week for severity 1 or 2 incidents reporting and to ensure that every customer gets the technical expertise they need by qualified technology and security experts.
Responsibility
Provide first level support for our customers including system incidents and requests either by telephone, through our Support portal or face to face using basic technical and service knowledge.
Assume initial ownership for the coordination, investigation and documentation of customer and system incidents
Provide technical expertise to analyze, determine and test the most effective method of problem resolution to ensure that workable solutions are identified that meet customer requirement and timeframes
Drive root cause analysis; interpreting problems or errors and help in the assessment of risks of events and escalating appropriately to protect customer services.
Ensure proper documentation for all issues, incidents and requests.
Demonstrate good understanding of the customer's business needs and apply them to the management of issues and incidents.
Work well with other teams to ensure the coordinated management of issues and incidents.
Develop and maintain a good understanding of customer service level agreements and our tiered support levels from where you can handle and resolve customer complaints promptly and within agreed SLAs and perform quality service reviews
Provide 24/7 on-call support for urgent issues according to rotation schedule.
Build and maintain strong trusted technical relationships with customers to understand and document technically complex customer requirements.
Manage key technical aspects of the relationship including product demonstrations, online product training sessions, defining use cases, technical business requirements, proof of concept delivery and implementations.
Provide efficient and relevant feedback on customer needs and requirements to relevant stakeholders within the business to shape and evolve our products and services.
Work with Product Management to ensure customer requirements are communicated to key product stakeholders.
Requirements
High school diploma in IT or related fields or equivalent competence
Have a high level of interpersonal skills to handle sensitive and confidential situations
Possess good verbal and written skills in English and communicate effectively with customers and team members
Able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands, while working in a rapidly changing environment
Have excellent organizational, communication, comprehension, follow through, and documentation skills
Strong Customer Service Skills
Creative and high energy, calm under pressure
Hands-on, proactive, well organized and independent
Strong written and verbal communication skills
Team Player with the willingness to support others
Multi-lingual skills are a big plus
Some travelling and face-to-face meetings with our customers should be expected
You are a hungry self-starter and you are passionate about the technical needs of new environments, mapping their often-challenging needs to our technology to deliver a solution that will scale and provide ongoing value.
We offer a flexible and dynamic work environment where you are surrounded by knowledgably people willing to go the extra mile. We take pride in being the trusted partner of all our stakeholders; internally and externally. If this sounds like a match for you, we look forward to hearing from you.
Publiceringsdatum2019-03-01Så ansöker duSista dag att ansöka är 2019-03-31
Klicka på denna länk för att göra din ansökanFöretagOutpost 24 AB
KontorsadressBastionsgatan 6 A
Jobbnummer 4643525
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