ORGANISATION
Works under the Customer Care Manager, who in turn reports to the QACC Manager.
OBJECTIVE
Offer technical support to employees and customers about the operationality of the end product from the customization phase to the end, provides adequate training and follows up tests on custom builds in order to ensure customer-friendly and efficient sales support.
MAIN ACTIVITIES
- Provides technical support to employees (CTSs) and customers (from the customization phase to the end), either by telephone, by mail or onsite:
- engages in troubleshooting in case of problems with gateways and if necessary also with customer networks.
- reproduces the customer's scenario during problem analysis.
- solves issues regarding the configuration of networks.
- may visit the customer site to solve malfunctions/problems.
- Follows up the testing of custom builds:
- establishes a series of tests to be carried out.
- analyses the results.
- reports back on the results and conclusions of the tests to CTS and records any remarks.
- approves custom builds for production.
- Follows up the key technical issues (KTIs):
- keeps the issues in a database
- ensures the technical communication between R&D and the customer
- provides technical support in case of additional problems during the production
- Organises and provides training to employees and customers to ensure people's knowledge is up to date.
- Updates the information blog and other information sources.
- Regularly reviews manuals, configuration guides, technical info, etc.
- Shows demos to (potential) customers in cooperation with other members of staff.
CRITERIA
Scope of responsibility
- Representing the R&D department as its first point of contact for technical support to customers and employees.
- Initiation and follow up the testing of custom builds.
- Ensure a good flow from (field) knowledge to R&D.
Wrong decisions and/or incorrectly executed activities may have the following consequences:
- Insufficient or poor support to employees or customers can lead to demotivation, dissatisfaction, damage to the company image and non-productivity.
- Insufficient or incomplete testing of custom builds can lead to KTIs, customer dissatisfaction, loss of time, damage to the company image and production losses.
Knowledge and complexity
- Knowledge level of Masters' or Bachelors' degree or equivalent through experience.
- 6-month period to settle into the job
- Knowledge of Linux, Windows, Mac-OS
- Knowledge of networks and telecom technology, protocols (TCP/IP, ATM, ADSL, VOIP, OSI model, etc.).
- Knowledge of communication techniques
- Knowledge of problem analysis and troubleshooting.
- Spoken and written command of English and 1 additional foreign language and technical jargon in English
Problem solving
- Handles errors and issues reported by the customer in a customer-friendly way.
- Looks for solutions for KTIs (with tight deadlines).
- Is bound by the QACC guidelines, procedures and requirements of the customer.
- Calls on the manager for decisions regarding purchases and priorities.
Communication
Internal contacts
- Is in weekly contact with system and software engineers and SIT with regard to issues, bugs, etc.
- Is in weekly contact with product and program managers regarding roadmaps, deadlines, etc.
- Is in weekly contact with CTS regarding customer reports, issues, etc.
External contacts
- Is in weekly contact with customers regarding issues, bugs, troubleshooting, etc.
Working conditions
Some needs to travel abroad
Our offer
We offer an interesting remuneration package with a lot of benefits like meal vouchers, hospitalization and group insurance, free ADSL connection, flexible hours together with career opportunities in a highly advanced technological and innovative environment
Contact
Thomson Telecom Belgium HR Department
Prins Boudewijnlaan 47
2650 Edegem Belgium
+32 (0) 3 443 64 11
+32 (0) 3 433 64 39
edgm_recruitment@technicolor.com
www.technicolor-edegem.be