Technical Specialist
vor 2 Wochen
Scope of Role
Responsibility to provide technical expertise to Getac customer and partner base whilst also
supporting the Sales Team engaging directly with customers in pre-sales (on occasion) and post-sales (main focus) environments as required.
It is also expected to support day to day channel and distribution activity on technical related
subjects.
Responsibilities
- Post Sales issues support and escalation including direct ownership for technical areas received via Getac support site, direct email, telephone or as raised by partner/sales team.
- Pre Sales Support to assist technical project requirements and map out potential solutions to customer technical challenges
- Identify all technical issues of assigned customer accounts to assure complete customer satisfaction through all stages of the sales process
- Customer facing technical query management and internal technical support
- Regional Partner (D-A-CH) main contact for technical support
- Document and log all technical issues within central IT system and ensure all issues are kept up to date
- Working with sales teams to provide proactive support on products and projects to anticipate and escalate potential issues to management and Getac HQ technical teams.
Experience Required
- 3 Years general experience within the service / IT environment
- minimum 1 years direct experience in computer diagnostics and repair
- Detail knowledge and understanding of PC architecture and willingness to adopt this knowledge to Getac’s specialized products
- Language – German native with very good English in verbal and writing.
Competencies
- Self-Motivated individual capable of working individually and within a small team
- Ability to manage multiple issues and prioritise accordingly
- Ability and willingness to travel as required by the Company
- Excellent written and spoken communication skills for both internal and external correspondence
- Customer management and communication skills especially via telephone and email
- Analytics skills and data management
- Positive hands on attitude to getting the job done
- Willingness to do what it takes to keep customer satisfied
Working Relationships
- End users / Getac Partners / Distribution channel - Resolving, replicating and communicating solutions
- Getac HQ Technical Support team - Issue management
- Sales and Account Manager – Day to day and Project support
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