Technical Support Engineer

Televic Conference; Izegem; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

Televic Conference in Izegem, Belgium, seeks a curious Technical Support Engineer to provide advanced technical support, training, and testing services for high-profile international clients. You will collaborate with product management and R&D, conduct on-site interventions, and leverage data to improve customer satisfaction.

The role requires a Bachelor's degree in a relevant field, strong troubleshooting, excellent communication, and experience in testing and QA.

Qualifications

• Bachelor’s degree or higher in Computer Science, Engineering, or related field.
• Proven experience in customer success or technical support.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and training delivery abilities.
• Experience with testing and quality assurance processes and interpreting system usage metrics.

Responsabilités

• Provide advanced technical support and resolve customer issues efficiently, including escalated troubleshooting.
• Identify product training needs and conduct training sessions for customers.
• Design test procedures based on product specs and customer feedback; perform thorough testing.
• Analyze system usage data and customer feedback to derive insights and improvements.
• Collaborate with product management and R&D to address escalated issues and feedback loop.
• Identify upselling opportunities during customer interactions and assist sales on complex opportunities.
• Regularly go onsite for technical interventions and collaborate with teams in Izegem.

Connaissances

Customer support

Troubleshooting

Communication

Training delivery

Data analysis

Formation

Bachelor's degree in Computer Science/Engineering or related field

Description du poste

The Technical Support Engineer will play a crucial role in providing exceptional customer support, training, and testing services. This role involves understanding customer needs, developing test scenarios, and leveraging data to improve the customer experience.

We’re looking for a curious Technical Support Engineer

Televic Conference develops, manufactures, and markets conferencing solutions to high-profile customers worldwide (e.g., the United Nations, the European Parliament, the French Senate, etc.).

In order to boost our growth, we are on the lookout for a curious Technical Support Engineer to resolve technical issues (for high-end international clients) that require expert product knowledge. You collaborate closely with your colleagues in product management and R&D in Izegem. Regularly you go onsite for technical interventions.

• Eager to combine technical expertise and client contact?
• Excellent in communication skills?
• And interested to work for an international organization that is in full expansion?

What’s in it for you?

• The chance to work on state-of-the-art products in a market that represents sustainability;
• A full time contract at a company that has international success, but remains solidly rooted in Belgium as it keeps on growing;
• An attractive salary, supplemented with our personalized Televic Bonus Plan as well as legal benefits;
• An environment driven by teamwork and the constant will to innovate;
• The chance to deliver quality, because that’s what we stand for;
• A stimulating, no-nonsense mentality, with an eye for your unique talents and growth.

Key Responsibilities:

• Provide advanced technical support and resolve customer issues efficiently. Manage escalated technical troubleshooting, ensuring prompt resolution.
• Identify product training needs and conduct training sessions to ensure customers are proficient in using our products.
• Design test procedures and scenarios based on product specifications and customer feedback. Conduct thorough testing to ensure product reliability and performance.
• Analyze system usage data and customer feedback to identify patterns and areas for improvement. Develop insights and recommendations to enhance customer satisfaction.
• Work with the product management and R&D teams to address escalated issues and provide a continuous customer feedback loop.
• Identify upselling and cross-selling opportunities during customer interactions.
• Collaborate with the sales team to support large, complex sales opportunities by providing technical expertise and ensuring customer requirements are met.

Professional skills we’re looking for:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Proven experience in a customer success or technical support role.
• Strong technical troubleshooting and problem-solving skills.
• Excellent communication and training delivery abilities.
• Experience in testing and quality assurance processes.
• Proficient in data analysis and interpreting system usage metrics.