Job Description
Technical Support Representatives partner with customers to ensure their success through broad-based technical support of NI Products. Technical Support Representatives respond to technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners.
In This Role, Your Responsibilities Will be:
Creates and routes technical issues for all customers
- Handle inbound technical support requests (Phone, Email, Web).
- Validates customer entitlements and approves exceptions for unentitled customers.
- Dispatch out-of-TSR scope technical issues to the appropriate support group.
- Create and manage customer data records within our applications to ensure proper data integrity.
Resolves technical issues for customers across all account tiers
- Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
- Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
Captures and documents knowledge to enable self-service resolution
- Learns and adopt Knowledge-Centered Service (KCS) methodology.
- Enables customers to self-serve by creating and editing Knowledge based articles.
Who You Are: You readily action new challenges, without unnecessary planning. You persist in accomplishing objectives despite obstacles and setbacks. You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels.
For this Role, You will Need:
- Technician-level education in engineering or a science-related field, such as IT, electronic engineering, automotive, manufacturing support, or other.
- Alternatively, currently pursuing a bachelor’s degree in an engineering or science-related field OR having 1+ year of experience working in a Technical Support position.
- Intermediate or advanced English and Italian, oral and written.
Preferred Qualifications that Set You Apart:
- Communication – Conveying information and ideas clearly and concisely to individuals.
- Problem Solver –Responds quickly to resolve customer problems; integrates information from disparate sources to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken.
- Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation. Understanding of essential networking principles and equipment. Basic knowledge of programming languages. Strong understanding of technical elements required to solve low-complexity issues. Basic understanding of core products to solve mid-complexity issues with the help of others.
- Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.
- Collaborative – Team oriented with the ability to effectively collaborate with peers. Leverages others’ skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.
- Customer Focus – Uses understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction.
