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Technical Support Engineer (Belgium, Liège)

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

  • Provide technical responses to support issues reported via support tool, or straight from customers, project engineer, etc. Support is delivered by email and telephone.
  • Manage customer expectations of response time, issue resolution, follow up the setup.
  • Troubleshoot and reproduce problems and define workarounds
  • Work with the Tier-3 support team on more complex issues
  • Provide product feedback to reduce the number of issues experienced by customers
  • Back up and work closely with project engineering team when they’re on the field delivering projects.
  • Write, review and organize technical documents to increase the effectiveness of Tier 2 support
  • Provide advanced technical and troubleshooting training to Tier-1 support team and customers
  • Frequent on-site assistance for EVS systems installation and support
  • Managed support of new products with help of Tier3 and share knowledge with worldwide support team.

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 in 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.
 
 

Technical Support Engineer

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