Technical Services Engineer

5 days ago


Lund, Skåne, Sweden Axis Communications Full time
Job Description

Axis Communications is seeking a highly skilled Technical Services Engineer to join our team in Northern Europe. As a Technical Services Engineer, you will play a crucial role in providing exceptional support to our clients, collaborating closely with senior Technical Services Engineers, Product Specialists, and other colleagues to deliver product-specific assistance and general guidance.

Key Responsibilities:
  • Technical Support: Deliver comprehensive technical assistance to our partners and customers across the Northern European region, addressing inquiries, troubleshooting issues, and ensuring timely resolution.
  • Multichannel Communication: Interact with customers through various channels, including a web-based ticketing system, telephone support, and chat, utilizing effective communication skills to provide exceptional service.
  • Continuous Learning: Stay abreast of the ever-evolving Axis product portfolio, committing to ongoing learning to contribute to your success in this role.
Objectives:
  • First-Call Resolution: Strive for prompt and efficient resolution of customer inquiries, taking ownership of each case through fulfillment.
  • Product System Assistance: Assist customers with product system navigation, including guidance during first-time installations.
  • Root Cause Analysis: Skilfully ask targeted questions to swiftly identify the underlying issues.
  • Effective Communication: Provide concise and effective responses to customer service inquiries.
  • Troubleshooting: Diagnose and troubleshoot problems related to both software and hardware.
Requirements:
  • Effective Communication and Problem-Solving Skills: The role demands strong communication abilities and adept problem-solving skills, with a commitment to excellence and a customer-centric approach.
  • Customer-Centric Approach: Understand the customer's perspective and deliver exceptional service, with professional communication, adaptability to customer needs, and diligent follow-up.
  • Language Proficiency: Native-level fluency in English, with proficiency in Swedish an added advantage.
  • Practical Experience: Gained from working in the IT industry and customer support.
  • Problem-Solving Skills: And a solid technical foundation.
Benefits:
  • Daily Swedish 'breakfast fika' provided.
  • Enjoy the classic 'Swedish Fika' tradition every Friday.
  • Access to a physical training gym.
  • Comprehensive insurance coverage.
  • Robust onboarding program.


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