Global Services Specialist
2 weeks ago
We are seeking a highly skilled Global Services Specialist to join our team at Wenco International Mining Systems. This exciting role will involve working closely with customers and partners globally to ensure the successful implementation and usage of our safety solutions.
The ideal candidate will have a strong technical background and excellent problem-solving skills, with the ability to provide advanced support to our Level 1 support resources and partners globally. They will be responsible for analyzing data, rolling out hotfixes, and developing and documenting proposals and enhancements to improve our safety solutions.
Key responsibilities will include:
- Providing technical support to level one support resources and partners globally.
- Technical support and troubleshooting for hardware, software, and interface issues.
- Managing the Mobile Device Management (MDM) system and service provider.
- Analyzing and reporting on Case Data from CRM system (Jira, Zendesk or equivalent).
- Analysing customer usage and event data.
- Incident investigation and report facilitation.
- Identifying, developing and implementing best practices regarding setup, configuration and use of safety solutions.
- Developing Technical documentation, communications, and training material.
Experience, knowledge, skills, and abilities required:
- +3 years Technical support experience.
- Experience in using CRM support tools JIRA / Zendesk / Confluence) for Technical products.
- Experience in managing Tickets/cases and analysing case data.
- Experience using Mobile Device Management system (SAAS Model).
- Experience in drawing up technical documentation.
- Technical trouble shooting experience (Hardware and Software).
- Technical Account Management experience.
- Analitically minded with attention to detail.
- Customer centric belief and attitude.
- Experiencing providing training to support staff would be beneficial.
- Knowledge of mining and safety sector would be beneficial.
The successful candidate will possess a degree or technical equivalent in Computer Science, Software Engineering, IT or Engineering field. Up to 10% domestic and international travel may be required for this role.
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