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 international clients) that require expert product knowledge. You collaborate closely with your colleagues in product management and R&D in Izegem.
Regularly you go on-site for technical interventions.
Technical Support Engineer
Position Overview:
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.
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.
Qualifications:
* 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.
* Fluent in English and French.
* Willing to travel 10-15% of the time.
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 (38-hour week) 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.