Are you passionate about gadgets and troubleshooting? Do you enjoy helping people get the best out of their experience and want to learn about the latest trends in this technology? We are currently looking forTechnical Enterprise Support Engineerswho will provide support to consumers, agents, service providers who contact the company by phone, email or chat.
Do you have a high level of accuracy and strong communication skills? Are you a near-nativeGerman& advancedEnglishspeaker? Then you are the person we are looking for! We are now looking for stars to join our team in supporting one of the world leading Wi-Fi system company that intelligently manages the Internet service for all devices and rooms in your home, maximizing your experience.
Who we are:We’re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands.
Recognizing a very particular kind of drive in each other, our parent companies Bertelsmann and Saham have entered into a long-term partnership to create a new global leader in customer engagement.
We are relentless, resourceful, resilient and agile. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
We serve customers across the world through our 48,000 employees based in 26 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages.
We support our customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.
Our mission:We createamazing customer experiencesthatpeople valueand we areproudof.
By combiningtalent, data,andtechnology.
We deliverreal impactfor our partners.We are driven to go further.
The Technical Enterprise Support Engineer will provide support to consumers, agents, service providers who contact the company by phone, email or chat. Addresses product features and function issues for current and legacy product lines. Technical Enterprise Support Engineer provide consult and escalation support to Tier 1, Tier 2 agents and customers. Troubleshoots and resolves advance hardware, software and performance issues. The Technical Enterprise Support Engineer is responsible for assisting agents with Customer Service/technical related issues. Support operational policies and procedures that facilitate the attainment of departmental and organizational goals.
General Duties and Responsibilities:
Provide customer support with recommended troubleshooting steps for technical issues, keep track of unresolved and escalated issues, and take ownership of more complex customer issues until they’re fully resolved
Provide support to CSRs Tier 1 and Tier 2 and act as an escalation point
Testing to reproduce issues presented by customers and service providers
Support service providers and enterprise customers to help them gain a good understanding of the technical issues and the paths towards resolution. Provide both strategic and day-to-day technical expertise and support
Perform network analysis for offline, frequent and failed optimization report
Attending triage meetings for technical understanding of product releases and ISP product launch
Monitoring of Network Operations Center or Customer accounts during and after cloud updates
Drives diagnosis, troubleshooting and thorough testing of reported problems that are not easily reproducible
Take ownership of advanced level customer issues reported and see problems through to resolution
Facilitate in-depth research, diagnose, troubleshoot and identify solutions to resolve customer issues and complaints related to product, network or Wi-Fi performance
Conduct outbound calls or follow up for issue resolution
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Follow case management and customer record guidelines. Maintain all customer and related records in the specified Customer Management System (CRM). Create cases to document reported product/service/logistic issues
Be the customer’s advocate, and share ideas and feedback to improve the customer experience
Inform management of customer concerns as well as service and/or operational problems
Document knowledge in the form of knowledge base tech notes and articles in the specified knowledgebase system
Performs other related duties
Education and Experience:
Post-secondary education and/or experience in an IT or other technical field is required
4 year’s minimum work experience in networking / IT field is required
Experience or working knowledge of cloud computing (AWS or MS Azure) is an advantage
CompTIA A+ or CompTIA Network+ certification is required
CCNA certified is an advantage
Native or Near nativeGermanSkills and advanceEnglishskills
Basic understanding of wireless technologies like 802.11a
Basic operating and troubleshooting knowledge of LAN/WAN technologies like switching and routing
Troubleshooting skills in SSH, Telnet, Wireshark, TCPdump, NAT, Firewall, IPSec & IPtables.
Understanding of data communication and all OSI layers like Ethernet, ARP, STP, VLAN, TCP/IP, DNS, DHCP, HTTP, etc
Knowledge and Aptitudes:
Demonstrates ability to work as a team member to support the success of his/her immediate team as well as other departments
Ability to parse and communicate information from complex documents, terms and conditions
Aptitude for high tech products and services
Interest in telecommunication products and networks
Demonstrates the behaviors that support customer satisfaction
Demonstrates problem solving skills
Demonstrates the ability to communicate effectively in both written and oral forms
Demonstrates time management and organizational skills
Employs strategies for continuous learning and exemplifies commitment to process improvement
Able to use computers, software programs, and office equipment. Knows how and when to use reference materials and on-line information
Strong technical and research skills (internet, email, database applications)
Demonstrates phone etiquette
Performs other related duties
Works on assignments that are semi- routine in nature where ability to recognize deviation from accepted practice is required
All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Our offer:Attractive salary and additional performance based bonuses
Development/wellbeing related classes (these vary throughout the year, ask for further details), year round events and fun competitions
Various discounts for gym classes & other recreational activities (Majorel partnerships program)
Access to the company’s events
Free development training, for both personal and professional purpose, via our E-Learning platform
Excellent reputation as responsible employer with presence in Portugal for more than 50 years
Modern work environment at an attractive location with excellent public transport connections
An international environment employing people from different nationalities and cultures
Our commitment:At Majorel, we are driven to go further and we will help you make it your own. If you are searching for a company that listens to your ideas, supports your individual growth, recognizes your contributions, and provides a flexible, inclusive and amazing work environment then this is your chance to apply!
Join us in a vibrant,multi-cultural city center environment. Explore you careers possibilities and work on your Personal Development. Above all, enjoy the experience of working with highly prestigious brands!