Customer Experience Engineer (Hardware/Software)

A dedicated and skilled Technical Support Specialist is sought to provide expert pre-sales and after-sales technical support for hardware and software products across Europe. This role involves remote troubleshooting and offering on-site supervision and assistance for installations and services. European travel may be required.

Essential Duties and Responsibilities:

• Provide technical support for hardware and software products to clients via phone, email, and chat platforms. Diagnose and resolve technical issues efficiently.
• Document technical issues, the diagnostic process, and resolutions.
• Escalate complex cases promptly and professionally, ensuring proactive follow-up.
• Collaborate with clients to understand issues, analyze needs, and research and implement optimal solutions.
• Stay informed about product updates, system changes, and support procedures to provide accurate, up-to-date information.
• Offer on-site technical support and supervision for installations and services across Europe, ensuring successful project completion.

Required Skills and Qualifications:

• Minimum of 2 years of experience in technical customer service or support for hardware or software products, particularly in LED wall installations.
• Professional fluency in English, including excellent communication skills in speaking, listening, reading, and writing.
• Proven ability to quickly learn and support new hardware and software products.
• Strong listening skills to accurately address client inquiries and problems.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Capability to work both independently and collaboratively within a team and across departments.
• Willingness and ability to travel across Europe for on-site support and installation supervision.

Additional Opportunities:

This role offers opportunities to engage in diverse tasks beyond core responsibilities, broadening skill sets and providing exposure to a variety of challenges within the technical support field.