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Kaunas
12 days ago
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Technical Support Expert
1333
€/mon.
Gross
Net per month
Kaunas
- UAB „Xirgo Global“
About the position
Technical support expert (Tier 2 Support level ) stands above the Customer Support/Helpdesk team (Tier 1). Tougher technical issues/problems get escalated for resolutions that require excellent technical knowledge and deeper expertise of our products/solutions.
General Responsibilities
Responsible for performing maintenance checks of the assigned accounts' devices and provide excellent dedicated support services;
- Answers incoming customer calls regarding product problems, service questions and general concerns
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive relationship with every caller by providing timely and quality services
- Updates the support ticket information in the customer service database during each interaction or investigation activity
- If it is impossible to deal with the client's problem, the agent escalates it to a higher support tier, by ensuring a detailed private note containing a summary of the investigation activities will be added to the journal of the support record
- Monitors all support tickets in 'Pending' status in both the assignment groups 'Help Desk' and 'Technical Support' & more during the working hours and updates them with relevant information
- Monitors and updates all support tickets in 'Waiting on customer' status in both the 'Help Desk' and 'Technical Support' & more queues
- Monitors the scored events in the GC and SG platforms and corrects the scoring reasons if needed
- Performs daily reviews of the 'Help Desk' & 'Technical Support' assignment group and reports any gaps to the support management
- Raises RMA (Return Material Authorizations) whenever such are needed
- Delivers weekly/monthly training sessions to other team members
- Reports recurring problems to the support management
- Performs demo sessions to provide education to customers who are not familiar with our software products
Requirements for the candidate
- Good computer skills
- English language level B2
- High school diploma or relevant working experience
- Personal qualities: discretion, ability to analyze, logical thinking, ability to work in a team, initiative, communication and loyalty.
- Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
- Knowledge of the software and hardware products of Sensata INSIGHTS along with all internal policies and standards
Company offers
Work life balance
Remote work possibility Extra paid vacationHealth
Health insuranceOffice
Table football Free snacks Bicycle storageTransport
Free parkingPension Savings Plan. All employees will be enrolled in a voluntary 3rd pillar pension plan provided after passing probation;
Extended holidays – extra days of annual paid leave;
Life Insurance. All employees are covered by life Insurance plan after probation period which provides security and financial support to your immediate family;
Health & Wellbeing. Physical and Mental wellbeing is important. After successfully completing probation employees are enrolled in the Health Insurance plan that provides reimbursement for a range of medical services, in-patient and out-patient treatment in public and private hospitals, preventive examinations and vaccines, reimbursements for prescriptions, rehabilitation.
Extended holidays – extra days of annual paid leave;
Life Insurance. All employees are covered by life Insurance plan after probation period which provides security and financial support to your immediate family;
Health & Wellbeing. Physical and Mental wellbeing is important. After successfully completing probation employees are enrolled in the Health Insurance plan that provides reimbursement for a range of medical services, in-patient and out-patient treatment in public and private hospitals, preventive examinations and vaccines, reimbursements for prescriptions, rehabilitation.
Salary
1333 €/mon. gross
UAB „Xirgo Global“
Sensata | Xirgo (UAB “Xirgo Global") - is a leading provider of innovative, full-featured, application-specific wireless IoT communication devices. An expansive product line facilitates best-in-class solutions for numerous markets and verticals. With comprehensive in-house engineering capabilities in all key development disciplines, Xirgo consistently delivers compelling solutions to companies in search of ways to become more competitive, improve operational efficiencies, and unlock new revenue streams. In conjunction with our partners, Xirgo has provided world-class solutions in the realm of telematics, fleet management, heavy equipment, asset tracking, usage-based driving, high-risk vehicle finance, cold chain, and rental applications.
information about UAB „Xirgo Global“
4108 €
Avg. salary gross
(2.5X higher than LT average)
59
Number of employees
10-20 mln. €
Revenue 2022 y.
Distribution of employees by salary (before taxes):
25% earn up to 2223 €
25% earn 2223-3586 €
25% earn 3586-5023 €
25% earn more than 5023 €