Escalated Hardware Support Specialist

Reporting to the Office Escalated Support Team leader, the Escalated Support Specialist will provide support to Finnish speaking customers, field engineers and business partners engineers for escalated issues.

There is a strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction.

As an Escalated Hardware Support Specialist, you will:

• Developing detailed printer hardware knowledge to a Specialist level
• Control interactions with customers using persuasion and influencing skills
• Work under pressure and deal positively with difficult situations
• Understanding and troubleshooting technical problems
• Convey sensitivity and a positive approach to customer needs
• Effective interactive skills and ability to work as part of a team

Requirements

• A-Level Education / Leaving Certificate or equivalent
• Relevant Technical qualifications
• Fluent English
• Fluent Finnish

Experience:

• Minimum of 1 year working in supporting electro-mechanical devices

• Skill and competency at providing professional technical telephone support

• Experienced at troubleshooting known/unknown technical queries.

• Very good knowledge of current range of printing products.

• A good and detailed knowledge of the Xerographic process

• A good and detailed knowledge of Colour Printing Theory

Personal Skills:

• Strongly self-motivated to learn new skills to fulfill basic position requirements, to become expert in the position over an extended period of time, and to progress within the organisation.
• Able to be self-aware and conscientious of meeting all personal, team, & organisation metric targets.
• Excellent team player with a committed approach to teamwork and customer responsibilities.
• Able to maintain and project a helpful and courteous attitude in any circumstances.
• Highly resilient under pressure and adaptable to unforeseen work demands.

Benefits

• Salary and benefits