Job
- Level
- Experienced
- Job Field
- IT, Support, Database
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 59.015 € Gross/Year
- Location
- Vienna
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will assist over 200 customers with technical issues related to our Patient Care and Cardiology Informatics products, ensuring quick solutions for maximum customer satisfaction.
Job Technologies
Your role in the team
- The Remote Support Engineer focuses on delivering excellent customer care and being there for customers when they need us most.
- You will engage customers across the globe through our online resources, communities, social outreach, and 1:1 care.
- This role represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better.
- You will be passionate about focusing on the consumer and helping them get the most out of Philips.
- This role plays a vital role in the success of the DACH / EU support desk by actively contributing to the attainment of key performance indicators (KPIs) and business goals.
- Provide support to over 200 customers on our range of our Patient Care / Cardiology Informatics products in the assigned geographical region.
- Analyze break/fix issues working with empathy and a sense of urgency to deliver solutions to meet customer/partner needs.
- Resolution of technical service issues according to standard processes and procedures and specialised understanding of complex product issues.
- Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation.
- Resolving known technical issues.
- Maintaining a high level of technical competence on Philips solutions and related technologies and growing own knowledge rapidly.
- Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction.
- Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.
- Contribute to the knowledge base and create knowledge base materials.
- Logging service data required for tracking.
- Working independently with general supervision on daily work, seeking guidance as appropriate.
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Our expectations of you
Education
- Relevant degree or equivalent in computer science or related technology.
Qualifications
- Good technical and analytical skills.
- Strong, confident communication skills are expected.
- A pleasant and cordial demeanour.
- Ability to work both independently and as part of a team to ensure that a high level of service is provided.
- ITIL Foundation certification.
- Proven ability to write technical articles outlining problems, resolution and troubleshooting steps.
- Fluent German language skills.
Experience
- Previous experience of working directly with customers in a support environment.
- Software support experience.
- Previous experience/knowledge of working with databases / Microsoft SQL Server.
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Benefits
Health, Fitness & Fun
More net
Job Locations
This is your employer
Philips Austria GmbH
Klagenfurt, Wien
Philips has had a long tradition in Austria. In 1926, the Dutch company established a sales subsidiary there. Today, Austria is not only an interesting market for Philips but also an important high-tech site with competence centers of global significance.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Consumer Goods, Branded Goods, Industry, Production, Electronics, Automatization
Remote Support Engineer
- Salary
- from 59.015 € Gross/Year
- Location
- Vienna
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
