Customer technical support specialist in Intelektualni sistemi ta tehnologiyi, TOV

Job description

Customer technical support specialist

Our company is engaged in the import of weighing equipment of the Korean brand CAS, and other multi-brand trade equipment (SSHK, TZD, Printers, POS, KSO). To accompany customers in telephone mode, warranty and non-warranty repairs, providing high-quality technical support for users. We invite you to join our team.

Ensuring high-quality technical support for users, effective communication with clients and partners, coordination of warranty and post-warranty service processes, as well as management of sales and shipment of spare parts.

Main functional duties

1. The first line of technical support:
   • Consulting customers, regarding the operation of the equipment.
   • Providing answers to questions by telephone, through all available messengers or e-mail.
   • Identifying the main problems and directing difficult cases to the company's engineering service.
2. Video instructions and documentation:
   • Recording of short training videos, regarding the most common questions of users.
   • Formation of a database, regarding the most common questions of users and answers to them.
   • Formation of a price list of spare parts for dealers and clients.
   • Coordination of the translation of English instructions and technical documents into Ukrainian, with the help of the bureau of professional translations.
   • Preparation of short technical references for internal use.
3. Warranty and post-warranty service:
   • Accepting inquiries from customers, forming warranty applications.
   • Equipment repair support, monitoring deadlines and informing customers.
   • Maintenance of the database of warranty cases and communication with service partners.
4. Working with spare parts:
   • Accepting orders for spare parts, preparing documents for shipment.
   • Controlling the availability of goods in the warehouse, generating reports.
   • Forming a list of spare parts before ordering from the manufacturer.
   • Optimizing the inventory of spare parts, to as little as possible.
   • Sale of spare parts to customers (B2C and B2B).
5. Communication with partners:
   • Coordinating details of equipment setup, repair and delivery dates.
   • Logistics coordination between the service center, customers and partners.
   • Control of service execution standards.
6. Supporting customers in setting up equipment:
   • Conducting remote consultations (video conferencing, messengers).
   • Maintaining a database of common questions (FAQ).

Necessary knowledge and skills

• Understanding the principles of operation of technical equipment (electronics, POS systems, household or medical equipment).
• Experience in communication with clients and technical support.
• Knowledge of Ukrainian, Russian and Englishin (for translating instructions).
• Proficiency in computer, CRM systems, messengers.
• Skills in creating video instructions (basic level).

Personal qualities

• Communicative and friendly.
• Responsibility and the ability to bring things to end!
• Analytical thinking, patience, attention to details.
• Ability to work in multitasking mode!

Working conditions

• Full time.
• Official employment.
• Convenient work schedule Mon. Fri from 09:00 to 18:00 or 10:00 to 19:00 and the location of the Pochayna metro office.
• Opportunity of professional growth to the head of the service department or manager of after-sales service.
• Working in a team of technical specialists and service partners.
• Timely payment of wages.
• A friendly atmosphere awaits you. the team, coffee, tea, water - the culture of office hospitality.