Technology Support Analyst
Purpose
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.