Support Engineer
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OBJECTIVES / MISSION:
Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.
The role is to provide best class L2 support to our customers / maintainers using our payment POS and services. Organize your activities and ensure providing top-quality support to our clients
REPORTING TO: French L2 Support Manager and local Manager
KEY RESPONSIBILITIES:
- Be competent at loading Ingenico terminals with software packages
- Understand our cloud services – Terminals update / Key injection / others
- Prepare test and production tasks on our cloud services to update devices
- Support the L2 and L3 team to retrieve data from the customer devices
- Investigate technical issues reported by customers / integrators SW
- Work closely with regional and central Ingenico R&D to offer quick resolutions
- Meet the Service Level Agreement put in place with the customer
- When needed, lead customer support calls and meetings on technical issues and discussions
- Support pre-sales and development opportunities as well as post-sales and customization activities
- Manage workload and multiple activities by effectively balancing priorities and setting client expectations
- Deliver work tasks on time and to a consistently high standard
- Demonstrate creative and dynamic approach to problem solving
- Participate and maintain internal and external knowledge base
KEY PERFORMANCE OBJECTIVES / INDICATORS:
- Customer satisfaction
- Consistently delivering according to commitments
- Support requests are managed in right timeline.
SKILLS/COMPETENCY SPECIFICATION
Competency/Skill Requirements:
- Junior level software development on Android environment (nice to have)
- Knowledge on Android Tools / ADB / Python / coding
- Requirement analysis and workload estimates xirbnpk (is a must)
Special Requirements:
- Problem solver mindset
- Development management tools
- Have a dedicated workspace to store materials / terminals / tools
Behavior skills:
- Interest in technology and keeping up to date on tools and practices
- Good communication towards team and project managers
Languages:
- :English: Must to have
- Education Qualifications / Experience Requirements:
- 2 to 5-year experience
- Bachelor or master's degree in computer science, Information Technology or Computer Engineering
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