Reporting to the Office Escalated Support Team leader, the Escalated Support Specialist will provide support to customers, field engineers and business partners engineers for escalated issues. There is a strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction. Close liaison with the Next Level technical Escalation team, engineering groups and in country technical support staff is the norm. The role calls for a highly motivated person with strong technical knowledge and excellent customers skills.

Education and Experience:

·         Relevant Technical qualifications.

·         A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.

·        Able to communicate in English and required advertised language with complete accuracy and clarity, both verbal and written.

·        Able to control interactions with customers using persuasion and influencing skills.

·        Able to work under pressure and deal positively with difficult situations.

·        Aptitude for understanding and troubleshooting technical problems.

·        Able to convey sensitivity and a positive approach to customer needs.

·        Can demonstrate effective interactive skills and ability to work as part of a team.

Skills & Knowledge Essential:

·        Fluency in English and Language customer base

·        Minimum of 1 year working in supporting electro-mechanical devices

·        Skill and competency at providing professional technical telephone support.

·        Experienced at troubleshooting known/unknown technical queries.

Attributes:

·        Strongly self-motivated to learn new skills to fulfill basic position requirements, to become expert in the position over an extended period of time, and to progress within the organisation.

·        Able to be self-aware and conscientious of meeting all personal, team, & organisation metric targets.

·        Excellent team player with a committed approach to teamwork and customer responsibilities.

·        Able to maintain and project a helpful and courteous attitude in any circumstances.

·        Highly resilient under pressure and adaptable to unforeseen work demands.

Benefits:

·        Salary above the market

·        25 days of paid annual leave

·        Career Progression Opportunities

·        Well-rounded Health and Life Insurance Packages   

·   Different bonuses for life event