Technical Support Engineer wanted for - based multinational - fluent French AND Spanish required

Spanish/French Support Engineer

In this role the Support Engineer will be responsible for providing technical assistance on all range of products installed and/or configured on any supported Windows platforms. This position may also include provision of support on malware related issues. In addition to the direct support to customers/resellers, the Support Engineer will also handle escalated issues via our preferred partners, distributors as well as internal escalation.

Duties & Responsibilities:

    * First point of contact providing phone and email-based support to customers and resellers
    * Ensure phone availability during allocated times by Management
    * Log and process support calls, if necessary escalate to Core support engineers.
    * Provide first and second level of troubleshooting to our direct customer base
    * Initiate Outbound calls to all customers/resellers/preferred partners and Distributors based on guidelines
    * Interact with other members of the team to provide solutions to minor technical issues.
    * To bring any unusual customer problems or incidents to the attention of management and Customer Care where appropriate
    * Interact with other members of the team to provide solutions to minor technical issues.
    * To bring any unusual customer problems or incidents to the attention of management and Customer Care where appropriate
    * Provide input for Knowledge Base improvement/gaps as requested
    * TOI to team members including Technician /Senior Engineer where appropriate
    * Beta testing/Beta customer support
    * Participate in product sustainability by providing feedback to CJM/R&D
    * Lab environment maintenance
    * Level of account Management for selected preferred partners/Distributors
    * Participate in process improvement activities

Qualifications/Professional Certifications:

    * Knowledge of TCP/IP,  HTTP, SMTP, FTP protocols
    * Troubleshooting skills in multi application environments
    * Windows administration
    * Understanding of SLO’s
    * Language: English, Spanish and French

Experienced Required:

    * 3 years proven experience gained in a post sales/network administration or customer support background.
    * Experience of working in a corporate or a distribution/channel support environment is an advantage
    * 2 year experience where knowledge of networking and web/internet protocols was required
    * Endpoint experience required
    * Working experience in a Service/Support organization where customer contact was by Phone, Email, and or Web Tools Education in technical field, and or industry certifications are advantageous



       
Category         IT / Programming, Call-Centre / Customer Service, Tech Support / Services.
Terms         Permanent, Full-time
Last updated         11/12/2013
Contact         Ciaran Barry

Email: ciaran@approachpeople.com