Technical Support Engineer

Great career opportunity for a Technical Support EngineerLocation: Durban, South AfricaCompany: Impro Technologies, a subsidiary of HID Global This position is open to both EE/AA and non EE/AA candidates. HID Global is the trusted source for secure identity solutions for millions of customers around the world. HID Global serves a variety of markets. These markets include physical and IT Security, card printing and personalization. Headquartered in Austin, Texas, HID Global has over 2, employees worldwide and operates international offices that support more than countries. Impro and HID Global are ASSA ABLOY Group brands.The Technical Support engineer is responsible for addressing technical support queries from our partners in the most efficient way to deliver prompt resolution and customer satisfaction.The successful candidate will interact daily with Impro partners, team members and deliver a culture of commitment to the customer experience across all aspects of Impro/ HID. Who are we?Impro Technologies is a leading access control company, based in South Africa. We provide our customers with a range of integrated solutions, to ensure the protection of their premises, people and possessions. Founded in , today millions of people around the world use our access control solution and we export products to over 60 countries, spanning four continents. and The support team Youll be part of a dynamic support team that focusses on further entrenching our leadership position in the South African market. Teamwork and a can do attitude is part of our DNA, along with an innovative approach to seeking new opportunities for growth. Overview of the position Receive and attend promptly and accurately all telephonic, form, chat, and e-mail technical support queries from partners & customers. Evaluate each problem to identify and initiate resolution or escalations as required to prevent a repeat of that problem. Maintain accurate records of customer contact information & cases information, summary of contact and problem resolution steps and status utilizing Salesforce CRM. Promote the company, department, and maintain a positive attitude and a pleasant manner whenever dealing with customers. Appropriately refer customer queries to other departments / personnel when not directly attended to. Escalate to senior staff or engineering or factory staff for advice / assistance on problems that cannot be addressed directly. Provide advanced site support and comply with SLA turnaround times in emergencies. Assist with testing new release/product functions and provide feedback to engineering, operations, and product management regarding any potential issues. Traveling for on-site support. Telephonic After-Hours Standby. What were looking for in your background? Strong abilities in problem solving, analysis and decision making. Must have some track record of software and hardware technical support. The ideal candidate has experience in the physical access control marketplace in a customer centric role Has demonstrated some history of collaboration, communication and organizational skills, attention to detail, and can manage multiple assignments. Demonstrated success that individual can excel under pressure and strict deadlines. Well-developed inter-personal skills and experience in interacting with various stakeholders at different levels of an organisation. Your experience and education includes: BEng, BSc or HND in electronics or a similar technical subject plus a minimum of three years experience in a first line technical or field applications support role. Physical access control systems support experience is highly desirable. Must possess a minimum of three years experience in technical service and software support, preferably in the physical access control environment. Project/program management skills and attention to details Ideally Experience with SAFe methodology Why apply? Empowerment: Youll work as part of a global team in a flexible work environment, learning and enhancing your expertise. Innovation: You embrace challenges and want to drive ambitious change. Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. #technicalsupport#southafrica
Durban, ZN, ZA