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Technical Support Specialist

2 months ago

Danderyds Kommun, Sweden Tobii AB Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our global team at Tobii AB. As a Technical Support Specialist, you will be the first point-of-contact for customers and partners, providing general product knowledge, workflow, and technical support services.

Key Responsibilities
  • Technical Troubleshooting: Deliver remote technical troubleshooting and diagnostic support to ensure all products and services function properly.
  • Customer Support: Provide first line professional support to end users and second line support to local offices and resellers.
  • Knowledge Development: Develop knowledge content such as FAQs, tutorials, best practice guides, and onboarding programs.
  • Process Improvement: Drive continuous improvements and elaboration of internal processes.
  • Team Collaboration: Develop and contribute to the team's work instructions and drive product development and improvement by collaborating with Sales and Marketing, Product, and Engineering teams.
  • Escalation and Resolution: Escalate relevant product feedback with Global Customer Success and ensure and authorize return and/or replacement of Tobii hardware.
Requirements
  • Experience: At least one (1) year of experience working in a customer/technical and product support role.
  • Tech Savviness: An eye for technology and a problem-solving approach.
  • Communication Skills: Effective communication skills in English – verbal and written.
  • Education: Relevant university degree or equivalent.
Preferred Qualifications
  • Programming Skills: Knowledge of programming languages such as Python and Unity.
  • Software Experience: Experience with Salesforce, ERPs, ticketing tools.