Junior Technical Support Specialist

The Junior Technical Support Specialist provides technical support to customers for Sensitech hardware, software, connectivity, and related technology solutions, plus solutions from our suppliers. The role is responsible for investigating and resolving technical issues, providing timely and professional support, and working closely with internal teams to ensure effective resolution and a positive customer experience. Position is responsible for maintaining a high standard of customer satisfaction while following Sensitech policies, procedures, and warranties.

What will you be doing?

·        Facilitating the researching, responding, and resolving various customer inquiries/complaints received via telephone, e-mail, and chat – with accurate and timely response

·        Provide Technical support for hardware and software application, software and related solutions and investigate issues related to device connectivity, configuration, data transmission, connectivity,  system access and communication between hardware and software platforms. This includes hardware evaluation.

·        Maintain ownership of customer issues and provide appropriate updates within agreed service levels.

·        Analyse technical problems and determine appropriate corrective actions

·        Facilitate and assists in quantitative and qualitative analysis of field failures

·        Assist with the installation, configuration, testing and troubleshooting where required

·        Act as liaison between Quality, Sales, Program managers,  Engineering, Support Services and the Customer for escalation of product and service issues or product development when required

·        Record and tracks product or process modifications and reports on impact to product or service quality

·        Participate in generating transition plans for new product launch and support

·        Manage coordination of Technical Service Case Management Process using global ERP system

·        Process Improvement – Participate in Global Support Services team process improvement activities designed to improve service quality and proactively address product/customer issues

·        Periodically review existing procedures (SOPs) to ensure compliance with current practice and Sensitech’s Quality System

·        Provide monthly metrics and detailed reports to management as required

·        Post Validation activities including training

·        Assist with device testing, replacements, and return process

·        Contribute to the creation and maintenance of technical documentation, troubleshooting guides and knowledge base article

·        Other tasks as assigned.

·        A Bachelor’s Degree required - degree in Electronic/Electrical Engineering or Software/Computer Engineering preferred

·        Minimum of 5-years’ experience in a technical support field with direct customer contact

·        Demonstrate good initiatives skills, multitasking and follow established procedure

·        Ability to handle customers with tact and patience

·        Bilingual skills for both spoken and written communications (English plus French, or Italian, or Spanish or German)

·        Must have strong attention to detail, analytical, and problem solving skills

·        Self-motivated individual with the ability to take ownership of the assigned responsibilities and bring to completion with minimal direct supervision

·        Strong understanding of software development process and hosted software solutions

·        Complies with ISO standards and ACE standards

·        For analytical purposes, able to integrate a variety of data sources from various global facilities including but not limited to: MS Excel, Access, EDI, Report Writers and multiple ERP/CRM systems

·        Experience troubleshooting hardware

·        Hands-on experience with electronic hardware, including safely opening, inspecting, and identifying components such as batteries, PCBs, sensors, connectors, and communication modules.

·        Electronics troubleshooting skills, including identifying physical damage, faulty components, power/connectivity issues, and performing basic diagnostic checks

·        Comply with the EH&S Policy and applicable regulatory and company EH&S rules and requirements

·        Report to supervision conditions or practices that are either unsafe or that may adversely impact the  environment, to ensure prompt resolution of potential hazards

·        Attend scheduled EH&S training program

·        Actively support the organization’s efforts to meet or exceed EH&S goals and plans

·        Recommend improved EH&S practices