Technology Support Analyst

We are seeking a skilled and motivated Technical Support Analyst to join our Technology Support team. The ideal candidate will be responsible for providing support to customers using our technology solutions. This role requires a problem-solving mindset, strong communication skills, and a commitment to customer satisfaction.

Key Responsibilities :

Provide technical support and assistance to customers using our digital solutions.

Troubleshoot and resolve issues related to internet connectivity, local gateways, and Wi-Fi connections with laundry equipment.

Assist users with web and mobile-based interfaces, ensuring smooth operation and user satisfaction.

Deliver on-site technical support, traveling to customer locations to diagnose and resolve hardware and software issues.

Collaborate with internal teams, including product development and customer success, to escalate and resolve complex technical issues.

Maintain detailed records of customer interactions and resolutions using the company's ticket tracking systems.

Conduct training sessions for customers to maximize their understanding and utilization of our solutions.

Provide feedback to the product development team regarding common issues and customer insights.

Create technical documentation and contribute to the team’s knowledge base.

Ability to work after hours and weekends.

Travel up to 25%.

Qualifications :

Proven experience as a Technical Support Specialist or in a similar technical support role.

Strong understanding of cloud-based technologies, internet connectivity, and Wi-Fi networking.

Familiarity with web and mobile application interfaces.

Excellent problem-solving skills and the ability to work independently and in a team environment.

Strong communication and interpersonal skills, with an emphasis on customer satisfaction.

Ability to travel to customer sites as required (approximately 30% travel). Almost all travel will be within Europe.

Technical certification or degree in Information Technology, Computer Science, or a related field is preferred.