Technical Support Engineer
Amsterdam
As a Technical Support Engineer at Eagle Eye Networks, you will be the contact person for our channel partners and customers with the goal to keep them happy. Your activities could be from helping customers to get the solution up & running, help to configure IP camera systems, investigate any problems with cameras or any cloud software (Eagle Eye Networks CameraManager and Eagle Eye Cloud VMS) to coordinating support cases within the organization. All in all, you will be the person responsible for keeping our customers and partners happy! On a daily basis, your tasks will consist of providing support via the telephone or email to our customers and partners worldwide. Currently, Eagle Eye Networks is active in Europe, the United States and Japan. At the moment, we provide 24/5 support, which means during the day you will also be in charge of taking care of calls from the United States and Japan. The daily activities are diverse and will vary between providing assistance to an installer when setting up camera systems to supporting the large security departments and IT companies with thousands of cameras connected. In addition, we expect you to gain a excellent product knowledge. This will be done through various product training and your own personal experiences. You will be offered a free home video surveillance solution, which will help you understand the end user experience. Your main drive is to keep our customers and partners satisfied, so they will place more orders in the future or possibly be a reference!
Responsibilities:
- Taking care of incoming tickets, emails and calls
- Managing open support cases within the organization and finding a solution to maintain customer satisfaction
- Daily technical support assistance for the Inside Sales team’s channel partners
- Reporting, escalating, and keeping track of the activity in Zendesk
Personal Skills:
- Good communication skills
- A pleasant voice of the telephone
- Ticket management skills required
- Fluent in English (verbal + writing)
- Fluent in one of the following secondary languages: French, Spanish, German or Japanese
Experience:
- At least 1 completed academic degree
- At least 5 years of experience is an advantage
- Demonstrable experience where customer care has played a key role
- Demonstrable experience in technical products/services
- Minimal 1 relevant reference who can confirm the above points
Benefits:
- Competitive compensation
- Pension plan
- Paid holidays
- A young and international team of driven professionals
- Daily lunch, weekly
- Free Fitness
To apply, please send your resume and cover letter to Tijmen Vos (Technical Director) at [email protected].