Are you passionate about problem-solving and delivering exceptional customer experiences?
We are looking for an enthusiastic and determined Technical Support Engineer to join our Technical Support Team in the East Coast US, playing a very important role in our Digital Offerings & Customer Experience function. As a Technical Support Engineer, you will be the first point of contact for US end-customers and our dealers facing issues with our products, ensuring swift and effective resolutions.
Support cases may involve a variety of issues, including problems with physical products, warranty inquiries, spare parts requests, installation challenges, and software-related concerns. The primary channels for support requests are email and ticketing systems, with some support also provided via phone calls.
This role offers the flexibility of working from home, with strong support from our HQ Technical Support Team of about 10 persons in Finland, our local Sales Team and a Field Support Technician in the US.
Initially, you will receive comprehensive training, including product training in Finland, followed by ongoing remote training and support as you return to working from the US.
In this role, you will:
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Act as the first point of contact for US customers reaching out to Framery Support with product issues.
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Investigate and resolve support requests promptly, determine causes, select and explain the best solutions, and follow up to ensure customer satisfaction.
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Optimize resolution time for claims, spare part orders and software issues, ensuring each case is handled with a hands-on approach.
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Maintain a positive and professional attitude, showing empathy for each customer’s situation.
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Develop a deep understanding of our products.
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Collaborate closely with the US Sales Team and Field Support Technician to maintain a deep understanding of customer satisfaction.
What do we expect from you?
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Experience: Previous experience in a customer support role or similar, preferably with technical products.
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Administrative Skills: Strong proficiency in using background systems, writing effective emails, and handling various back-office tasks is highly desirable.
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Ticketing System Expertise: Proficiency in using Salesforce or similar ticketing systems is highly desirable.
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Technical Background: Degree in Engineering or a similar technical field is preferred but not a must-have qualification.
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Communication Skills: Fluent in spoken and written English. Additional language skills are an advantage.
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Interpersonal Skills: Excellent communication skills, with the ability to translate technical matters for non-technical audiences.
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Problem-Solving: Strong problem-solving skills with a result-oriented approach. Ability to tackle complex issues and develop effective solutions.
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Self-Management: Excellent prioritization and self-management skills, with strong attention to detail.
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Adaptability: Quick learner with the ability to grasp new concepts and technologies rapidly.
What do we offer?
An opportunity for someone who is still in the beginning of their career and looking for a chance to grow professionally and develop yourself at a dazzling speed!
You have an excellent opportunity to jump in and be an important part of the journey where the founder of the entire soundproof office pod market also leads the digital transformation and takes an impressive leap further from its competitors.
As experts of happy workplaces, we also take the well-being of our employees very seriously. Framerians come first and customers are a very close second. We offer you a joyful and ambitious environment and amazing colleagues. Meet some of the Framerians and get to know our amazing products and culture on our website.
Are you ready for the challenge?
If you are driven to bring your positive energy, creative problem-solving, and get-it-done attitude to an ambitious growth company, we’d love to talk to you. Please apply latest by the 8th of September with your resume, cover letter, availability to start, and desired salary range. We will screen applications as they are submitted, and the position will be filled as soon as the right person is found.
Join the Framery revolution today!
Apply between 15 August 2024 and 8 September 2024 23:59 (Europe/Helsinki)Employment type: permanent, full time