Technical Support Specialist

The Technical Support Specialist works closely with partners, customers, and end-users to ensure that technical issues are resolved promptly and efficiently while providing excellent customer service.

Operations

published

published

February 1, 2024

updated

updated

February 1, 2024 Practical info

The position acts as a key point of contact for all stakeholders, providing technical assistance and guidance throughout the process. The role guides users to ensure they have a positive experience using the system and become ambassadors to attract more users, customers, and partners. Does this sound like you?

Your responsibilities

We offer a role mixed with technical challenges and support for customers and partners.

Troubleshooting Technical Issues : The Technical Support Specialist will be responsible for troubleshooting technical issues that customers encounter with our products or services. This includes identifying the root cause of the problem, determining appropriate solutions, escalating issues internally, and providing guidance to customers on how to resolve the issue. The Technical Support Specialist will troubleshoot software, hardware, and systems with which communication has been lost.

Technical Assistance: The Technical Support Specialist will provide technical assistance to customers who require help operating our service. This includes handling and answering all requests related to the operation of our service. Giving guidance on how customers can help themselves shall always be prioritized.

Subscription Management: The Technical Support Specialist will be responsible for managing customer subscriptions in the order system. This includes activating, terminating, and making simple changes to subscriptions as required.

Alarm Center Management (when applicable): The Technical Support Specialist shall be able to act in the role of the Alarm Center service or other extended services. The role should also be able to activate and configure the setup of extended services and create reports.

Ordering Handling : The Technical Support Specialist will be responsible for handling orders regarding additional license sales and sales of supplemented or replaced hardware.

Changes : The Technical Support Specialist will handle minor changes to existing systems, including minor image, configuration and users changes.

Logistics: The Technical Support Specialist will if needed handled simple Hardware replacement and logistics tasks

Network Management: The Technical Support Specialist will be responsible for debugging, internal escalation, and supporting changes to customers’ networking setup.

Training and documentation : The Technical Support Specialist shall provide training to partners, customers, and end-users in the best practice use of the system to ensure they have a positive experience using the system and become ambassadors to attract more users, customers, and partners. The role is responsible for create and maintain support and FAQ articles.

Customer Experience : The Technical Support Specialist shall ensure that all services are delivered with a touch of excellent customer experience. This includes ensuring that customers are kept well-informed throughout the process, that their questions and concerns are addressed promptly and professionally, and that they are satisfied with the resolution of their technical issues. The role shall give customers the feeling that their issues and wellbeing are being taken care of.

Your background includes

• Good technical understanding and high computer skills
• Outgoing, positive, solution-oriented, and proactive.
• Willing to change and work independently, purposefully, and systematically.
• Good communication skills in Swedish, English and Norwegian, both written and oral
• Passionate about providing excellent customer
• If you have been working with similar proptech solutions we see it as a merit

You are

You are passionate about problem solving and finding solutions. Our core values includes building trust, being creative and curious and this appeals to you in your ways of working. You also enjoy the contact and communication with customers and partners and create relations that lasts. To be successful in the role collaboration in team and cross teams is important for you and you structure your work to be effective.

We offer

We offer a role whare you can develop and grow together with the Kiona community and you will be a key role for our customer & partner success.

You will be included in a team contributing to a sustainable future. #J-18808-Ljbffr

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