Robotics technical support agent

Real People Recruitment are working on behalf of a world leading robotics company that are looking to hire technical support agents to help their customers.

A Technical Support Expert must have the efficiency to interface with international customers, provide remote technical support for the implementation of technology using various products & applications and resolve product related issues. The candidate must be a technically oriented person with some experience with customers. They should be able to troubleshoot consumer . The person will be providing 1st tier technical support for our Consumer  and Service Provider class products.

Duties & Responsibilities

• Handling customer calls, chats and emails following the process defined from beginning to the close of the case.

• Taking ownership to resolve the customer issue and if not resolved, escalate/RMA or leave the case open with customer action pending as per process.

• Ensure complete customer satisfaction during support to achieve high customer satisfaction scores.

• Adhere to escalation procedure in case of any escalations

• Consulting supervisor for any RMA approval

• Keeping track of all updates from KE team

• 100% case documentation of all calls in the case tracker

• Adherence to the weekly schedule

• Ensuring minimum effective login is met

• Following the support process guidelines as laid down by NETGEAR (Cause Code, Escalation Procedure, ISP/Country specific support procedure, etc)

• Putting efforts in the direction of achieving performance parameters (AHT, FCR, CSAT, NPS, CES etc.)

Skills & Qualifications

• Proficiency in Danish/Swedish or Norwegian and English

• Sound fundamentals knowledge of Networking and Hardware concepts

• Working knowledge with troubleshooting

• The ideal candidate will be a self-starter, with excellent interpersonal, communication, documentation, problem solving and trouble-shooting skills.

• 1-year experience in technical support

• Quality focus, result & goal orientation in a group situation and commitment to customer delight are a must

• Willingness to work

• Working knowledge of Windows Operating System

• Candidate must have aptitude of logical troubleshooting

Career Progression

The company encourages career progression. As part of this role, further skills development such as CCNA, LPIC Qualifications, and others will be encouraged.

For more information on this exciting position, call us on 01 4427388 or email your CV through the link provided for a call back.