Technical Support Representative - German Speaking

Core Technical Support:

• Providing timely, accurate, and effective solutions to technical problems on all product lines for external customers and field sales primarily over the phone and/or email or any other communication channel.
• Provide guidance on the installation and working functionality of both software and hardware products, including explanations of configuration settings.
• Reproducing and troubleshooting problems and incompatibilities.
• Keeping accurate records
• Provide technical analysis for the repair process and appropriately document it.
• Efficient and extensive use of all available technical problem-solving tools.
• Escalation of advanced technical questions to designated senior engineers and follow-up if necessary to ensure timely response to customers.
• Required to be logged in to Call Center based on country support team daily plan and take or direct calls to the necessary person/skillset.

Other:

• Sales lead generation.
• Per request responsible for creating and/or maintaining process documents for training purposes and/or mentoring new colleagues.
• Initiate/Propose improvements on departmental processes as well as a job definition

RESPONSIBILITY

• Responsible for working tools and equipment used during daily routine.
• Working with external customers directly.

COMMUNICATION

• Daily and directly with customers.
• Daily and directly with other departments (sales, operations) over the phone, e-mail, and person-to-person.
• Channel of communication: all NI internal systems, phone, mobile.

Qualifications

• Minimum technician level education in engineering or science-related fields, such as IT, electronic engineering, automotive, manufacturing support, or other, or 1+ year of experience working at 1st or 2nd level technical support position.
• Experience in instrumentation & control and industrial automation is preferred.
• Must be able to handle multiple tasks and enjoy working with people.
• Strong problem-solving skills to analyze the problem and think creatively to provide a solution.
• Excellent written and oral communication skills in one of the following languages: English and German.
• Superior telephone etiquette and the ability to deal effectively with customers to make them successful are essential.
• Ability to get along with others and function as a team player as well as work effectively alone.
• A proactive/can-do attitude.

What we offer:

• Cafeteria
• Opportunities to maintain health (use of corporate gym, weekly fruit day, farmers market, medical checks, flu vaccination)
• Development opportunities
• Life and accident insurance
• Team buildings
• NI discounts (e.g.: gyms, book stores, restaurants)
• Appreciation week