Global Services Specialist
2 weeks ago
At Wenco International Mining Systems, we are seeking a highly skilled Global Services Specialist to join our team. As a key member of our global support team, you will be responsible for providing advanced technical support to our customers and partners worldwide.
Key Responsibilities:
- Provide technical support to level one support resources and partners globally.
- Technical support and troubleshooting for hardware, software, and interface issues.
- Manage the Mobile Device Management (MDM) system and service provider.
- Analyse and report on Case Data from CRM system (Jira, Zendesk or equivalent).
- Analysing customer usage and event data.
- Incident investigation and report facilitation.
- Identify, develop and implement best practices regarding setup, configuration and use of safety solutions.
- Develop Technical documentation, communications, and training material.
Requirements:
- +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.
- Analytically 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.
Education:
- Degree or Technical equivalent in Computer Science, Software Engineering, IT or Engineering field
Travel:
- Up to 10% domestic and international travel.
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