Technical Support Engineer

Only CVs in English are accepted

Responsibilities:

Receiving, registering and further transferring (if necessary) Client requests to other departments or escalating requests (calls, email, chat, requests via the website)
• Providing complete and reliable information in the shortest possible time.
• Technical support for the Client on the SHE equipment (industry automation, secure power)
• Representing the company, sending questionnaires, technical specifications and other publicly available technical documents and other general information, providing technical information on the product (dimensions, technical characteristics, supported functionality) at the request of Clients.
• Provision and selection of a current offer to replace equipment discontinued from sale or production by competitors.
• Working with the Client database (data collection, promotion of tools for working with Clients), updating data in bFO daily
• Interaction with other divisions of the company in order to obtain information necessary for provision to the Client.
• Identifying Sales Opportunities and Creating Leads Opportunity
• Monitoring, updating, creating articles in Knowledge base (FAQ)
• Analyzing your daily activities and making suggestions to your manager on how to improve processes.
• Informing management if problems arise (both internally and externally) that prevent a satisfactory response from being provided to the Client (failure to meet deadlines, insufficiently informative response)
• Compliance with the rules and regulations of labor protection, safety, industrial and labor discipline, internal labor regulations and informing management of all violations, warning management about the occurrence of possible factors that may threaten the safety of employees, disrupt the work process and cause damage to the company.
• Carrying out other orders from the manager within the framework of the work of the Customer Support Center (CSC)

Required experience, education and skills :

• Bachelor degree in electrical engineering or automation
• Knowledge of English, Russian and Kazakh
• Minimum 3 years of experience
• Ability to listen to the Client and analyze the information provided.
• Business writing and telephone communication skills
• Communication skills and politeness
• Stress Resistance and Conflict Management
• Ability to analyze Client requests by degree of criticality, set priorities.
• Knowledge of basic PC programs and the Microsoft package Office
• Knowledge of fundamental electrical engineering and technical knowledge in the relevant field is must