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Technical Product Support Specialist
2 semanas atrás
Job Overview:
HID is seeking a Technical Support Specialist to join our team in São Paulo, Brazil. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to customers and partners with assigned products.
- Resolve customer cases through phone, email, chat, remote sessions, and/or in-person meetings within internal service level agreement targets.
- Track tasks and follow up on tickets in Salesforce.
- Acquire and maintain knowledge of product offerings and technical support procedures to provide accurate solutions to customers.
- Answer product technical questions, installation/configuration, field use, and advanced troubleshooting cases from certified partners, customers, and internal stakeholders.
- Maintain accurate records of cases and customer contact information, and case master data using Salesforce CRM.
- Perform additional administration of Salesforce CRM, including FAQs, documentation, Knowledge Articles, and other content.
- Perform testing and provide feedback to engineering, operations, and product management regarding product problems, enhancements, and customer requirements for new product features as requested.
- Attend product team meetings to represent the customer and Regional Technical Support, including product issue triage, service pack planning, and new product planning.
- Assist with creation and maintenance of technical support procedures if relevant.
Key Responsibilities:
The successful candidate will have experience in software or access control and possess excellent problem-solving skills. They will also have expert knowledge of HID PACS Cloud Services, pivCLASS Solution, finished wall readers, and credential technologies. The ideal candidate will have basic knowledge of OEM Controllers and be proficient in English, Spanish, and Portuguese languages, both verbally and in writing.
About You:
- Bachelor's degree in a technical subject or 5-10 years of experience in software or access control.
- Minimum of two to five years of experience in technical service and product support, preferably in software or access control.
- Critical thinking and problem-solving skills.
- Expert knowledge of HID product offerings.
- Medium knowledge of EDGE EVO Solo, Fargo branded printer, and AsureID products as it pertains to utilizing encoders.
- Basic knowledge of HID OEM Controllers.
- Effective communication in English, Spanish, and Portuguese languages, both verbally and in writing.
Benefits:
We offer a competitive compensation package, professional development opportunities, and a collaborative work environment. Our team values innovation, creativity, and teamwork.
