Global Technical Support Specialist

vor 1 Woche

Wien, Wien, Österreich Philips Vollzeit
About the Role

We are seeking an experienced Global Technical Support Specialist to join our team. This role will play a vital part in delivering excellent customer care and ensuring customers receive prompt and courteous support.

Key Responsibilities
  • Provide technical support to over 200 customers on our Patient Care / Cardiology Informatics products in the assigned geographical region.
  • Analyse break/fix issues with empathy and a sense of urgency to deliver solutions that meet customer/partner needs.
  • Resolve technical service issues according to standard processes and procedures, with a specialised understanding of complex product issues.
  • Evaluate all critical cases or highly complex situations and transfer them to senior staff members for immediate attention and proper escalation.
  • Resolving known technical issues and maintaining a high level of technical competence on Philips solutions and related technologies.
  • Ensure all customers receive high-quality support, enabling the highest possible customer satisfaction.
  • Contribute to the knowledge base and create materials to enhance the quality and efficiency of customer support.
Requirements

To be successful in this role, you will need:

  • Prior experience of working directly with customers in a support environment.
  • Software support experience.
  • Good technical and analytical skills, as well as strong communication skills.
  • A pleasant and cordial demeanour, with the ability to work independently and as part of a team.
  • A relevant degree or equivalent in computer science or related technology.
  • Previous experience/knowledge of working with databases/Microsoft SQL Server and ITIL Foundation certification.
  • Proven ability to write technical articles outlining problems, resolution, and troubleshooting steps.
Technical Skills

The ideal candidate will possess the following 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.
About Us

Philips is a health technology company that believes every human matters. We strive to provide quality healthcare access to everyone, everywhere. If you're passionate about making a difference in people's lives, we encourage you to apply.

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