Customer Support Expert
vor 2 Monaten
Remote Support Engineer - an exciting opportunity to join Philips' DACH/EU support team
Job Summary
As a Remote Support Engineer, you will be responsible for delivering excellent customer care and technical support to our customers across the globe. You will engage customers through various channels, including online resources, communities, and 1:1 care. Your role will play a vital part in the success of the DACH/EU support desk by actively contributing to key performance indicators (KPIs) and business goals.
Responsibilities
- Provide support to over 200 customers on our range of Patient Care / Cardiology Informatics products in the assigned geographical region
- Analyze break/fix issues, working 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 specialized understanding of complex product issues
- Ensure critical cases or highly complex situations are quickly transferred to senior staff members for immediate attention and proper escalation
- Resolve known technical issues, maintain a high level of technical competence on Philips solutions and related technologies, and grow own knowledge rapidly
- Ensure all customers receive prompt and courteous support, enabling the highest possible customer satisfaction
- Share best practices, knowledge, and learning with the team and global support community to enhance the quality and efficiency of customer support
- Contribute to the knowledge base and create knowledge base materials
- Log service data required for tracking
- Work independently with general supervision on daily work, seeking guidance as appropriate
Requirements
- Previous experience working directly with customers in a support environment
- Software support experience
- Good technical and analytical skills, with strong, confident communication skills
- A pleasant and cordial demeanor, with the ability to work both independently and as part of a team to ensure 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
About Philips
We are a health technology company, built around the belief that every human matters. Our mission is to make a meaningful difference in people's lives through our innovative solutions. Join us in shaping the future of healthcare
What We Offer
The minimum annual salary is € 59,015.46 / gross, with the willingness to overpay. The actual annual target salary is in line with the market and will be determined depending on qualifications and experience.
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