Customer Channel Support Engineer - Moldova

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About the company:

Owned by one of the largest electronics conglomerates in the world, this company is one of the leading names in test and measurements. They have divisions catering for testing at component, box, and system-level, with equipment in most of the world’s leading R&D labs, and also divisions catering for wireless test, network optimisation tools, and serviced network management

Description:

This position is for the Communications Service & Delivery division.

Duties and responsibilities:

• Responds to customer inquiries on the telephone or via fax or email.
• Provides after-hours support.
• Travels to customer sites, as necessary, to provide direct product technical support.
• Handles customer problems that appear to rise from the use of the product.  Initiates requests for replacing defective components and tracks their status through delivery to the customer.
• Communicates with the customer to help them understand how to use the product properly. Provides customers with periodic ongoing maintenance support, software upgrades, etc. as required.
• Communicates with product management, programmers and technical documentation regarding software bugs and follows-up to ensure fixes are made and supplied to the customer.
• Completes, maintains and processes pertinent paperwork and records to track customer reported problems, enhancements and defective components.
• Confers with management, staff, customers or Technical Support staff to determine customer response priorities.
• Provides input for technical documentation, in written or oral form, including procedures, examples and technical descriptions.
• Researches and studies subject matter, and participates in meetings, seminars, or training sessions to obtain a greater understanding of products and applications.
• Participates in the testing of new product releases as directed by supervisor.
• Assists in the training of junior members of the Technical Support Department.
• Work closely as part of a team or also independently.
• Take ownership of issues and escalate as necessary to drive to conclusion.

Candidate Requirements:

• Knowledge of LINUX and UNIX operating systems on admin level
• Familiarity with WIN, DOS, computer application packages (i.e. MSWord, MSExcel, Outlook)
• Knowledge of ORACLE /SQL
• Knowledge of telecommunication protocols and networks SS7, GSM, GPRS, UMTS, VoIP
• Driving license
• Must be able and willing to travel up to 60%. Able to obtain passports and VISAs.   Must have clear oral and written communications skills in English. Fluency in another language is an advantage.
• Requires little or no direct supervision. Must be available to work in a rotating schedule to provide on-call technical support to customers 24 hours per day, seven days per week.

Final Statement:

An excellent opportunity to secure a position with a profitable, growing, multi-national organisation

Location: Moldova