Job details

Technical Support with SPANISH

This job is no longer active, check out similar jobs.
Career level
Entry (0-2 years), Middle (2-5 years), Senior (5-10 years)
Employment type
Full time
Spoken languages
Spanish - Advanced , English - Advanced
* all languages are compulsory
Address
Monthly net salary
1000 - 1200 €
Number of vacancies
1

The ADI EMEA Center of Excellence is handling technical support for customers in more than 6 countries, offering pre and post sales assistance for over 300 products made by 15 to 20 different vendors, covering three of our main product families: Intruder, Video and Access Control. The Junior Product Specialist is responsible for providing professional pre-sales and post-sales technical support direct to the customer and ADI business units in multiple markets. Our customers are technical security engineers and they are reaching us mostly via telephone and occasionally via email.

Main responsibilities:

  • Ensures coverage of Technical Support Helpdesk in Spanish and English (Hotline, voicemail & e-mail)
  • Basic first line support of product ranges, Multi discipline is a key target
  • Provide pre and post sales technical assistance for internal and external customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures and application functionality.
  • Ensures timely resolution is of customer cases and escalates support cases when appropriate
  • Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality.
  • Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
  • Logs all reported issues/calls in the ticketing system, tracks requests and cases and keeps the system updated with relevant information regarding the interaction with the customer.
  • Achieves and maintains technical and knowledge excellence for the ADI Global product portfolio by self-study and by attending relevant training sessions. 
  • Ensures a 5-star customer experience by applying a high level of soft skills and customer orientation

YOU MUST HAVE:

  • Fluent English and Spanish language
  • Relevant work experience in technical customer support or previous experience as a technician with similar products (CCTV, Access control, Intruders)
  • Good communication skills

WE VALUE:

  • Knowledge of Access Control, Intruders, CCTV

WE OFFER:

  • Employment with a strong international company
  • Wide range of benefits including 26 days of holiday, meal vouchers, medical insurance etc.