Customer Support Engineer

Job Description

Company Background

Workplace Fabric (WF) is focused on using Technology to create the most efficient and effective working environments. Using patented sensor technology, data analytics and innovative displays WF helps office users get the best out of their workspace while enabling a business to fully understand the utilisation of an office building.

Most customers are seeing how >20% savings can be achieved as well as creating a much improved working environment for staff and reduced service cost. The business has installations in 50 cities around the world with major blue-chip companies as customers. The business has a cash generative business model and is set for accelerated growth; a very exciting time to join a rapidly growing company.

Overview

The exciting opportunity has become available as a result of company growth and opportunities. The Technical Customer Service position will be working with a friendly professional team and the ideal candidate will provide technical support to clients located worldwide.

To provide training and support for clients who experience issues with equipment, compile clear guides for client and review data trends from the system, carry out root cause analysis when technical issues arise and provide necessary guidance to achieve resolution.

Supporting clients with their requests in relation to their Freespace products and solutions, carry out training sessions on products and analytics dashboard along with return to work solutions.

The Role

• Training clients on products, services, applications, maintenance & analytics dashboard
• Understand client requirements/issues & presents solutions as necessary
• To action ticket requests within Service Level Agreement & clearly articulate updates to clients
• Always looking at ways to improve internal systems and processes
• Prepare client quotes for additional services or products & issue invoices
• Review information and act upon findings
• To be involved in technical discussions in relation to Routers, Access Points, Wifi & Internet connectivity issues
• Interpret and manipulate data
• Prepare documentation to share with clients following site visit
• Facilitate client meetings, sharing information and training
• To understand the functionality of all the Freespace products to support client with their needs
• Carry out any reasonable ad-hoc requests

Working Hours

2: 30AM to 10:30AM IST – Monday to Friday

On call support (only for critical issues) – Alternate weekend

The Person

• Positive can-do attitude, good manner with initiative
• Technical understanding in relation PCs, Networking, Displays, Wireless
• Customer focused & excellent communication skills are essential
• Ability to make decisions, compile reports based on data analytics
• Able to work fast and solve problems under pressure at times of high workload and competing priorities
• Remain focused, composed, optimistic and flexible in difficult situations; resilient and bounces back from failures or disappointments
• Focuses on results and desired outcomes and how best to achieve them
• Comfortable working with ambiguity & to question to gain full understanding
• Displays an ongoing commitment to learning and self-improvement
• A willing and helpful person who thrives on providing support for the team to achieve their goals

Qualification/skills

• Basic knowledge of PCs, Networking, Displays, Wireless
• Validating analytics data
• Discretion with confidential client information
• 3+ years customer service experience within a technical industry
• To have an interest in the build environment or architecture
• A Financial background is desirable
• Proficient in Microsoft Excel & Word is essential
• Excellent communication skills – presentation, written and verbal
• Ability to prioritise workload and problem solve
• Good research skills and attention to detail