technical support engineer
3 the last 255 days, recently 2023-06-01
Responsibility
- provide support via phone and e-mail to distribution partners and installers in UK & Ireland on Hikvision products efficiently and accurately
- deal with technical issues that are raised by distributors and sub-distributors
- sort out cases in relation to product problems and carry out internal case-sharing
Show more +11 - help and support with testing products; and report the results to your line manager
- provide Hikvision Software/Hardware training on operation, installation, commissioning and maintenance to distributors and sub-distributors
- attend regular training and meetings to maintain and expand knowledge and performance level
- understand and strive to meet or exceed Hotline Team targets while providing excellent consistent customer service
- provide promotion of new products to distributors and sub-distributors via training, roadshows, exhibitions, exhibition receptions, etc
- provide product consultation, product selection service to distributors, sub-distributors
- carry out other duties assigned by line manager
- research and explain possible solutions and/or alternatives; ensuring that clients feel supported and valued and their needs are addressed whilst adhering to all company policies and procedures
- maintain and develop the company’s CRM system by insuring all data relating to customers and support tickets are accurate and up to date
- summarise product requirements in the regions, analyse and give feedback to R&D team of headquarters, promote optimization and upgrading of products and ensure regional market needs are met
- collate product quality issues and give prompt feedback; escalate the issues to Technical Support or R&D team of headquarters in timely manner to improve the quality of products
Requirements
- IT network design skills, knowledge and experience
- IT troubleshooting skills, knowledge and experience
- IP CCTV system design skills, knowledge and experience
Show more +7 - good communication skills and interpersonal skills
- IP CCTV troubleshooting skills, knowledge and experience
- network/IT basic knowledge
- analogue CCTV system design skills, knowledge and experience - desirable for existing systems and migration)
- analogue CCTV system troubleshooting skills, knowledge and experience - desirable for existing systems and migration)
- technical support: 2 years
- customer service: 1 year
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