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Global Tier 3 Service Engineer

UC Workspace

UC Workspace

Center District, Israel
Posted on Friday, September 15, 2023
Who are we?We are audio-visual experts from around the world designing the future of engagement technology.Our audio-visual experiences power creativity, collaboration, and engagement. From signal management to advanced cloud-based communication, collaboration and control solutions, Kramer technology breaks down walls, bridges gaps, and makes people feel closer together even when they're far apart.We believe that technology can amplify the human experience and help people reach their potential. Our vision for the future calls for fantastic thinkers and doers, from all corners of the world and all walks of life. We trust each other. We empower each other. We speak from the heart, and we always go the extra mile for our colleagues and customers. About The RoleFor our Tier 3 customer service team we are looking for committed, friendly and technology-enthusiastic reinforcement. If you enjoy dealing with people, solve problems, highly motivated and a real team player, then this position is just right for you! Responsibilities
  • Escalation point for support teams for issues that are unable to be resolved by Tier 1 and Tier 2 support
  • Diagnosing and troubleshooting customer issues and identifying proper solutions
  • Build setups and simulations to re-create customer problems
  • Working with R&D and product department on escalated and unresolved issues until a successful resolution has been achieved
  • Updating the assigned service requests in the Service Portal system on a daily basis
  • Document technical knowledge in the form of notes and manuals
  • Provide training to Customer, Tier 1 and Tier 2 Support teams
  • Provide ‘on-site’ support, as required
  • Prioritize and manage several open issues at one time in multi-task environment
Professional Qualifications
  • Very good English language skills - spoken and written (including technical writing)
  • Degree in technical education (Engineer/BSc/”הנדסאי”) – Electronics/Computer Science/Control
  • Minimum 2 Years of experience in technical support for complex systems combine hardware and software
  • Experience with several different operating+ systems: Windows platforms, Linux platforms & MAC OS (Linux is a must as operetor)
  • Ability to understand and analyze complicated, multidisciplinary systems Proven experience in networking and networking debugging tools
  • Experience configuring and troubleshooting both hardwired and WiFi networks – An advantage
  • Experience connecting, controlling & integrating with A/V equipment - An advantage
  • Experience working for an international organization – An advantage
  • Experience working with CRM & ERP systems. Salesforce & Priority - An advantage
Personal Qualifications
  • Excellent communication skills
  • Exceptional listening and questioning skills
  • Excellent customer facing skills; Support oriented
  • Strong drive, enthusiasm, independent and self-learning capabilities
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