Your job description
To strengthen our customer support team, we are looking for a US-based Support Engineer .
You will work from our US office in Long Beach (CA), in shifts during extended day hours between 9 am and 9 pm and from Monday through Sunday.
You will be part of a team providing technical customer support. The current team of 14 engineers is based in Europe (Belgium).
You work in Long Beach during US West Coast extended day hours (between 9 am and 9 pm) , to relieve the European team.
You work in day-shifts, Monday through Sunday. (Rotation during weekends).
Possibility to travel to Europe for training purposes and meeting the European team.
You follow-up on customer inquiries from terminal operators, maintenance personnel and technicians worldwide, by email and phone.
You resolve inquiries within the agreed timings and escalate further where needed.
You are the first point of contact for customers in case of a defect, outage or problem.
You are a good listener who is able to identify customer needs. You feel comfortable further inquiring a customer to clearly identify the issues.
If you cannot resolve a customer inquiry yourself, you will discuss this internally, and provide customer feedback within the agreed timings.
You take ownership of the customer inquiry and strive to come to result-driven solutions.
You must obtain a professional manner at all times, remain courteous and strive to deliver excellent customer services.
Genuine interest in ICT / technical support.
Excellent knowledge of English. Other languages are an asset.
Excellent communicator, diplomatic, result-driven, and customer-oriented.
You know how to prioritize, are well-organized and a good planner.
Your key skills are : customer-focused, problem-solver, result-driven, focused, communicative, eager to learn.