Job Title
Job Description
Axis, a leading technology company, is pleased to announce an opening within our Technical Services team. We are seeking a Native English-speaking Technical Services Engineer to join our team in the Northern & Eastern Europe region.
Role Overview: As a Technical Services Engineer, you will play a crucial role in providing exceptional support to our clients. You’ll collaborate closely with senior Technical Services Engineers, Product Specialists, and other colleagues to deliver product-specific assistance and general guidance. Join our dynamic team of approximately 50 professionals based in Lund, Sweden.
Responsibilities of the Technical Services Engineer:
- Technical Support : Deliver comprehensive technical assistance to our partners and customers across the Northern Eastern European region. This involves addressing inquiries, troubleshooting issues, and ensuring timely resolution.
- Multichannel Communication : Interact with customers through various channels, including a web-based ticketing system, telephone support, and chat. Your effective communication skills will be essential in providing exceptional service.
- Continuous Learning : Stay abreast of the ever-evolving Axis product portfolio. Your commitment to ongoing learning will contribute to your success in this role.
Your key objectives will include:
- First-Call Resolution : Strive for prompt and efficient resolution of customer inquiries, taking ownership of each case through fulfilment.
- Product System Assistance : Assist customers with product system navigation, including guidance during first-time installations.
- Root Cause Analysis : Skilfully ask targeted questions to swiftly identify the underlying issues.
- Effective Communication : Provide concise and effective responses to customer service inquiries.
- Troubleshooting : Diagnose and troubleshoot problems related to both software and hardware.
Take a look at your future team behind the scenes by clicking/pasting this link:
https://youtu.be/7IhTip6pfMA
Qualifications for the role
As a Technical Services Engineer, we seek individuals with the following attributes:
- Effective Communication and Problem-Solving Skills : The role demands strong communication abilities and adept problem-solving skills. Your energy, self-sufficiency, and commitment to excellence are essential for success.
- Customer-Centric Approach : Understand the customer’s perspective and deliver exceptional service. Professional communication, adaptability to customer needs, and diligent follow-up are critical requirements.
- Language Proficiency : Native-level fluency in English. Proficiency in Swedish or other languages is an added advantage
- Practical experience gained from working in the IT industry & Customer support