Technical Support Engineer

   

Your new workplace
We are a global technology company, with offices in Bulgaria and the USA, which focuses on creating and implementing innovative IoT solutions for the security industry. We pride ourselves on best-in-class engineering capabilities that allow us to bring the highest value of products at the most affordable price to our clients. Our footprint is spread to 30+ countries on 5 continents, serving over 5000 businesses and impacting the daily lives of more than 1 million end users.

Your new role:
As Technical Customer Support Engineer you will be responsible for handling customers` requests and driving resolution of cases pertaining mainly to technical issues. Shift work schedule is applied.
The Engineer collaborates closely with Product Development, Quality Assurance, Sales and Manufacturing departments. The role reports directly to the Customer Support Manager.

Responsibilities

  • Handles customer requests via e-mail, phone, or chat ensuring that the customer is attended in a timely manner, and that requests are captured accurately;
  • Provides technical assistance to security professionals in the areas of installation, configuration and troubleshooting for both hardware and software solutions;
  • Diagnoses and troubleshoots problems, and drives resolution of customer issues from the initial contact to case closure;
  • Documents cases and key takeaways and contributes to the development of internal knowledge base to improve our customer service and problem management processes;
  • Tests and evaluates pre-released devices developed by M2M Services;

More information and how to apply here