EMEA Technical Support Specialist III - Remote & On-Call

Talantir; France; Remote; EUR 42,000 - 68,000; Full time

Job summary

Talantir is seeking a Technical Support III to provide remote and on-site assistance across the EMEA region. You will diagnose complex technical issues, develop creative solutions, and document cases in the service system while coordinating with customers and internal teams.

The role emphasizes customer orientation, quality management, and on-call coverage. You will also prepare service offers, qualify sales opportunities, and support field technicians to ensure fast, reliable resolutions.

Qualifications

• Experience in technical support and remote diagnostics in regional markets.
• Strong ability to diagnose complex issues and develop creative solutions.
• Excellent customer communication to achieve satisfaction.
• Experience supporting field technicians on-site and coordinating escalations.

Responsibilities

• Technical/Remote Support: handle demanding requests in local and English; identify concerns and develop solutions.
• Documentation: record problem and solution in service case (C4S ticket).
• Sales support: create service offers, follow up on opportunities (SFDC), advise on repairs vs purchases, identify upsell opportunities.
• Customer orientation: maintain availability during service hours and respond within agreed times; gather feedback.
• Quality management: implement QM processes per QM database.
• Further training: pursue ongoing training and monitor industry trends.
• Special tasks: participate in 24/7 on-call; collaborate on cross-department projects; support in complaints and escalation; on-site escalation as needed.

Job description

Talantir is seeking a Technical Support III to provide remote and on-site assistance across the EMEA region. You will diagnose complex technical issues, develop creative solutions, and document cases in the service system while coordinating with customers and internal teams.

The role emphasizes customer orientation, quality management, and on-call coverage. You will also prepare service offers, qualify sales opportunities, and support field technicians to ensure fast, reliable resolutions.