Remote Support Engineer, CVI, L1 DACH - EU
October 15
Description
• The Remote Support Engineer focuses on delivering excellent customer care and being there for customers when they need us most. • You will engage customers across the globe through our online resources, communities, social outreach, and 1:1 care. • This role represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better. • You will be passionate about focusing on the consumer and helping them get the most out of Philips. • This role plays a vital role in the success of the DACH / EU support desk by actively contributing to the attainment of key performance indicators (KPIs) and business goals. • Provide support to over 200 customers on our range of our Patient Care / Cardiology Informatics products in the assigned geographical region. • Analyse break/fix issues working with empathy and a sense of urgency to deliver solutions to meet customer/partner needs. • Resolution of technical service issues according to standard processes and procedures and specialised understanding of complex product issues. • Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation. • Resolving known technical issues. • Maintaining a high level of technical competence on Philips solutions and related technologies and growing own knowledge rapidly. • Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction. • Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support. • Contribute to the knowledge base and create knowledge base materials. • Logging service data required for tracking. • Working independently with general supervision on daily work, seeking guidance as appropriate.
Requirements
• Previous experience of working directly with customers in a support environment. • Software support experience. • Good technical and analytical skills. • Strong, confident communication skills are expected. • A pleasant and cordial demeanor. • Ability to work both independently and as part of a team to ensure that a high level of service is provided. • Relevant degree or equivalent in computer science or related technology. • Previous experience/knowledge of working with databases / Microsoft SQL Server. • ITIL Foundation certification. • Proven ability to write technical articles outlining problems, resolution and troubleshooting steps. • Technical Skills DICOM HL7 T-SQL Scripting languages like powershell. • Prior technical work on ISCV / XPER / IBE will be an added advantage. • Fluency in the German language is highly preferred.
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