Customer Support / Field Engineer
Full time @A.E. Prognosys Solutions Limited posted 3 weeks ago in IT / Software Development Shortlist Email JobJob Detail
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Job ID 13006
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Career Level Middle
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Experience 2 Years +
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Academic Level Bachelor
Job Description
Job Description:
The Customer Support/Field Engineer is responsible for providing prompt, professional support to our clients. Continuously develops product expertise by reviewing new functionality, testing new products, and utilizing company resources and maintains a positive, professional relationship with clients. Works closely with Software Development Department.
Essential Duties / Tasks (include but are not limited to):
- First-Level Support – Interact with clients to provide and process information in response to questions, concerns and requests about products and services either by phone, email, or any other electronic medium or at the customer site.
- Identify and escalate priority issues to Second-Level Support (Team Leader).
- Perform routine customer follow-up to ensure customer satisfaction
- Diagnose and resolve company’s application-related issues
- Research required information using available resources
- Serve as liaison between the company and customers.
- Work closely with customers, documenting their support requests and following up until successful resolution.
- Provide training to clients either by phone or onsite
- Help prepare and review documentation / manuals related to the company’s applications
- Perform software updates/installations at the client site
- Work closely with software developers to track and fix bugs within the company’s software.
- Assist with software testing.
- Build strong customer relationships.
- Any other duties normally associated with the position.
Requirements:
- Bachelor degree in a related discipline (Bachelor’s Degree in Computer Science or equivalent) or relevant experience in lieu of education. Average 3 years prior experience.
- Fluent in both Greek and English
Skills/Personal Qualities (include but are not limited to):
- Prior Customer Support Experience is a plus.
- Excellent verbal and written communication skills with the ability to work patiently and effectively with clients on technical and business issues.
- Basic Software Development knowledge (Microsoft Visual Studio considered an advantage).
- Basic database architecture and design knowledge (MS SQL Server considered an advantage).
- Basic Accounting knowledge will be considered an advantage.
- Ability to interpret and produce written requirements and technical specification documents.
- Willingness to learn and co-operate with others.
- Self motivated and desire to help customers succeed.
- Flexible attitude, ability to perform under pressure.
- A commitment to quality and a thorough approach to the work.
- Positive attitude and a commitment to being a team player.
- Acting always with respect and understanding towards the customer.
- Ability to multitask
- Time management skills and punctuality.
- Excellent organizational skills and management skills.
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