Scope

Support Engineer will provide advice to customers & resolve customer issues within the assigned product families. He/She will take ownership for response time and issue resolution, with the help of other experts when required, in order to meet customer service level commitments and increase customer satisfaction and will collaborate closely with sales to ensure proposed deals include technical solutions that accurately address customer needs, and is appropriately supported by key customer technical decision-makers.

EVS prides itself on our level of customer support and the successful candidate will be expected to act on his/her own initiative communicating with other departments where necessary to resolve issues. This role is a direct customer-facing position that will directly convey the EVS message to customers and the EVS Product families.

Job Description

  • Troubleshoot, reproduce problems, solve issues or define workarounds when a resolution of the issue is not possible
  • Follow-up of any Support Service request (Customer Incident, Request for Information, Change request) providing technical responses by the incident tooling, email, and/or telephone
  • Manage and perform support activities under customer SLA expectations (response time as well as issue resolution/restoration of service)
  • Work closely with Tier-3 support team for any functional escalation
  • Provide and contribute to product feedback to reduce the number of issues experienced by the customer
  • Work closely with the project engineering team during the installation and commissioning activities when applicable
  • Write, review and organize technical documents to increase the Tier 2 knowledge base and effectiveness of Tier 2 support (worldwide)
  • Provide advanced technical and troubleshooting training to the Tier-1 support team and customers
  • Provide on-site assistance for EVS systems installation and support
  • Provide support when required to Service Desk for EVS services

Profile

  • Bachelor's Degree in a technical field or equivalent experience
  • Network, Linux, Windows knowledge required
  • Excellent customer service skills addressing, needs of both external and internal customers with strong communication and process skills
  • Flexible and willing to travel frequently. Be a team player and able to manage himself under pressure
  • French speaker and very good knowledge of English (written and spoken)

Offer

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.
 
 
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