Technical Support Specialist

Helpdesk Support Engineer - Permanent contract

The Role

Working as part of the Helpdesk team you are responsible for successfully delivering operational support to our customers. You have a passion for service and a good sense of quality. 

Your main responsibilities are to record, investigate and resolve any incidents, requests or problems our customers may experience while using our products.

Your choices and your way of working show professionalism, quality, knowledge, speed and friendliness in serving our customers.

Technical knowledge and experience are required to provide customers with the best possible service. You are highly interested in our products and you are driven to gather the right knowledge to deliver second to none customer support to our customers.

You contribute to a good team spirit. The team spirit is characterized by openness, humour, passion and motivation. You show a great sense of responsibility and are able to observe and cover a colleague’s work where needed.  You have an entrepreneurial working method in your daily functioning, and regularly come up with practical improvement proposals for the functioning of the team and Helpdesk. As a team, we work towards acknowledged service delivery standards, in particular ITIL, so you will be part of a team that continually reflects on improving performance and customer satisfaction. 

Responsibilities

• Answering incoming telephone calls from customers and logging these cases in our CRM system.
• Responding to any other contact from our customers, such as email enquiries or portal requests.
• You will ensure that all cases have the minimum required data to allow investigation. 
• Technically understanding when to escalate to Level 2 or other (external) resolver groups. 
• Knowing and adhering to the processes, procedures and work instructions used within the Helpdesk to provide the various services to the satisfaction of our customers.
• Always check the customers’ service contract. In case of uncertainty regarding the contract, the first action will be to help the customer. The research to resolve any uncertainties is started in parallel.
• You will ensure that all new cases are assigned to the appropriate resolver group (usually L1 in the first instance) and that this assignment is notified clearly.
• You will manage your own incident cases ensuring that these are dealt with in a professional, polite and timely way.
• Customer escalations and major incidents are handled effectively. Ensuring regular communication to parties involved as well as knowing when to hand over to a higher level, be it technical or management.
• You will retain ownership of and managing the escalation of all incident cases. Where necessary you will chase resolver groups for updates. 
• You ensure that contact with the customer is maintained by regularly providing feedback and that our service levels are met.
• Knowing and using the various tools that are used on the Helpdesk effectively and efficiently. This includes our CRM, telephone system, mailboxes, internal Omnicell systems and knowledge bases.
• You will undertake remote troubleshooting of Omnicell-retailed equipment, Windows Server and other devices and infrastructure.
• You will support our Field Service Technicians by performing remote diagnostic and troubleshooting prior to escalating an issue to this team.
• You are in frequent contact with our Field Service Technicians as you will be allocating incident cases to the appropriate engineer and supporting them as required.
• You will display initiative and be able to assess new issues to gather pertinent information. 
• You will maintain our asset register in the relevant tools.
• You will be involved in analysis of department performance and other continuous improvement activities.
• Any other duties related to this role, supporting our installation teams and our customers. 
• You will be required to participate in an on-call rota, comprising of out of hours telephone triage on weekday nights and public holidays

Knowledge and Skills 

• 1 - 3 years' experience in a comparable customer services position would be preferable.
• Excellent customer services skills.
• Willingness to learn and progress is essential.
• Excellent organizational skills. 
• Good general computer skills, particularly in Excel, Windows and Windows Server. 
• Working knowledge of computer hardware and networks is required
• Fluent in German and proficient in English.