Return to jobs

Technical Support with German (Storage Engineer)

Ref: 5037

Week ago
Contract Type
Temporary
Position Highlights

The primary responsibility is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of hardware platforms, operating systems, subsystems, and products operating on these systems. The Storage Engineer is the first level of technical support to the customers. On receipt of a service request, the Storage Engineer researches for a solution through remote diagnosis, documentation, and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer.  In all cases where a problem gets too complex the SE is responsible for timely elevation and/or escalation.

On this role you will be responsible for:

  • Timely responding to customers via phone/mail/web. Log cases, provide information & troubleshoot to solve customer problem according to company KPIs for the business
  • Managing customer expectations by taking into consideration the entitlement  and identifies customer problems 
  • Keeping customers informed, setting and following commitments, keeping precise case documentation and case ownership
  • Timely elevation and/or escalation to next level when the case is complex 
  • Working together with other team members to achieve team goals
  • Participation in projects for process or quality improvements
  • Active and self-paced improvement of technical and business process knowledge
  • Independently  and actively improving the quality metrics towards the achievement of the targets beyond
  • Keeping documentation as per requirements
  • Meeting the deadlines and keeping the service level agreements 

Requirements:

  • Excellent German and good level of English
  • Professional experience as a Customer Engineer, Technical Support or in a similar environment would be considered as a strong advantage
  • Customer-oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
  • Excellent oral and written communications skills
  • Positive attitude towards team members, customers, and partners. 
  • Capable of being self-managed, and a team player, quality conscious, efficient, flexible, and eager to share and acquire knowledge.
  • Good analytical, time management and problem-solving skills and ability to work with tough deadlines 
  • Ability to properly maintain technical documentation  

You will get:

  • Upskilling Training Programs
  • Recognition awards
  • Additional health coverage
  • Special offers and discounts
  • Food and Gift vouchers
  • Sport cards
  • Competitive remuneration package
  • Charity and sport initiatives