Position: SENIOR TECHNICAL SUPPORT OFFICER.
Deadline: 30 Nov 2024.
Date posted: 31 Oct 2024.
Location:Dar es Salaam.
Description:
Job Summary
On behalf of our esteemed client, we are looking for the Senior Technical Support Officer who will be the subject matter expert for video surveillance. He/ She will have the responsibility to work closely with the company dealers and field technicians for problem-solving, product training, sales support, and field support. The ideal candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.
Duties & Responsibilities
- Provide technical support and resolutions on Hardware and Software related issues
- Managing open support cases within the organization and finding a solution or workaround to maintain customer satisfaction.
- Capture and document all aspects of customer interaction into the CRM database.
- Understand and consolidate customer demand for products. Working closely with high support lines: R&D team, Expert Service and Delivery team, and Product Team.
- Cooperate with the sales team to analyze the practical needs of customers, produce a complete project plan, and also seek possible solutions.
- Develop knowledge base content for the technical team and customers.
- Perform product inspection, test, and troubleshoot returned products
Required Education & Experiences
- Bachelor's degree in electrical, electronic engineering or computer science.
- 4 years' work experience.
- Experience in Security / Video Surveillance industry or related industry is required.
- Proficient in Microsoft Office and ticketing systems.
- Knowledge of wired and wireless networking including access points, managed switches, and enterprise-grade routers.
- Must be self-motivated with a strong sense of urgency.
- Detail orientated with a focus on customers.
Competencies
- Experience in the installation of CCTV Network cameras, HDCVI Cameras, Network recorders, HDCVI recorders, Video doors, Access control, and integrated alarm systems.
- Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Oral Communication--Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Response well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Ethics--Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
- Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.