Global Technical Support Engineer

18 hours ago


Maidenhead, Windsor and Maidenhead, United Kingdom Kingdom People Full time
Technical Support Engineer Job Description:

We are seeking a highly skilled Technical Support Engineer to join our team in the EMEA Region. As a key member of our Technical Support Team, you will provide technical support to our customers and the EMEA Sales Team, ensuring timely and effective resolution of technical issues. Your expertise in networks, particularly fibre optic networks, will be invaluable in delivering best-in-class technical support and training.

The successful candidate will have excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders, including customers, sales teams, and internal colleagues. You will be able to prioritise tasks efficiently, manage competing demands, and meet deadlines while maintaining high-quality deliverables.

This is a fantastic opportunity to join our global organisation and contribute to the success of our business. If you are a motivated and dedicated individual with a passion for technical support, we encourage you to apply for this exciting role.

Responsibilities:
  • Provide technical support to customers and the EMEA Sales Team, delivering best-in-class technical support and training.
  • Conduct pre-sales online technical demonstrations and webinars in English and Spanish.
  • Work closely with the Service, Customer Service, and Technical Support Teams to ensure seamless customer interactions.
  • Identify problems, develop solutions, and lead change where necessary, in collaboration with the Technical Support Team Leader and Customer Experience Manager.
  • Develop strong working relationships with key distributors and end customers.
  • Report product issues and customer calls on the CRM.
  • Review and approve technical content in new marketing collateral/communications.
  • Work with cable, switch, and CCTV manufacturers to gain product endorsements and approvals.
  • Support the Product Innovation and Marketing teams with product beta testing and participate in end-user investigations.
  • Accompany the Sales Team in the field to support customer visits, trade shows, and exhibitions.
  • Maintain documentation in accordance with company policy, local legislation, and GDPR.
  • Monitor and provide data on Technical Support activity/KPIs as required, including weekly and monthly reporting.
  • Ensure that all activities are undertaken and controlled in accordance with the Quality Management System (QMS).


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