Technical Support Engineer

Informations générales

Entreprise : GilbarcoVeeder
Type de poste : CDI
Secteur d'activité : Autres Industries
Région : Casablanca et région
Date de publication : 07/09/2017
Date d'expiration : 07/12/2017
Niveau d'expérience : De 3 à 5 ans
Niveau de formation : Bac+5
Fonction : Production / Qualité / Sécurité / Maintenance

Description de l'entreprise

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities.

Gilbarco is a leading global supplier of fuel dispensing equipment, fully integrated point of sale systems for the global petroleum marketplace with sales, manufacturing, research, development, and service locations in North and South America, Europe, Asia, Middle East, the Pacific Rim and Australia.

Description du poste

We are looking for a customer service oriented Technical Support Engineer to provide support to users in an efficient and accurate manner. He will provide troubleshooting and first-level diagnosis of the problems.

The goal is to ensure the customer satisfaction by meeting the customer service level agreements targets and providing professional support.

Key Responsibilities

  • Respond to requests for technical assistance via phone or emails
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard support procedures
  • Log all help desk calls in the helpdesk tool
  • Diagnose and provide basic troubleshooting
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update the helpdesk tool
  • Collect the needed data from the customer to troubleshoot the issue
  • Provide updates to the customers on the progress and results of the troubleshooting
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Monitor the resolution time

Profils recherchés pour ce poste

  • Bachelors in Computer Science / Engineering or equivalent
  • Five years of experience in Software / Hardware Help Desk support environments
  • Experience testing and supporting retail fueling or multi-site automation environments
  • Demonstrated ability to manage support process in multiple production environments and architecture platforms
  • Demonstrated ability to manage customers and deliver services
  • Demonstrated ability to engage and drive 3rd parties
  • Excellent written and verbal communication
  • English, Arabic and French Speaking, reading and writing