2nd Level Support Specialist

Solve. Support. Succeed as a 2nd Level Support Specialist!

We are seeking an experienced Product Support Specialist to join our on-site training department. As a 2nd Level Support Specialist , your role is crucial to our success, as you will be providing remote product support to customers and technicians. Working within a team of experienced support specialists and dispatchers, you will be able to assist customers and technicians with basic equipment troubleshooting and parts questions.

Your tasks

• Installations, troubleshooting, on products or systems remotely
• 1st level remote support in case of a technical issue
• If a remote solution is not possible → technical pre-clarification in preparation of onsite visit
• Qualification of service calls
• Case distribution and observation with 2nd level support / Global Support
• Ensure to give support only to eligible persons
• Documentation of service calls in CRM
• 2nd Level Support for field service technicians on-site and the remote technician with technical questions
• Carrying out fault analysis and troubleshooting via remote access
• If necessary, pre-qualification of the fault and forwarding
• Service-side support for key account customers
• Collaboration in customer projects
• Analyzing error messages, developing, and documenting solutions
• Preparation of technical documentation for service technicians and occasional training
• Conducting training courses, product / troubleshooting training for customers and staff

Your profile