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Since their launch in mid-2016, Innuos Digital Music Players have received dozens of international press awards and rave reviews and are now used in partnership with Amplifiers or Speakers from many well-established brands in the HiFi industry, including Bang and Olufsen, Devialet and KEF. Innuos products are now sold in 40 markets through more than 300 resellers. Innuos currently has 3 office locations: Faro and Lisboa in Portugal and Warwick in UK. Role Description Innuos is looking for a Customer Support Engineer (CSE) to grow our Customer Technical Support Team for our worldwide product support. The CSE is expected to be a problem-solver and a product specialist that is able to determine the root cause of an issue, as understands the context around a question in order to provide a meaningful response to a customer query or technical support request. Responsibilities The CSE will be responsible for: • Have an in-depth understanding of how Innuos products work, are configured, operate and interconnect with the remaining devices on the audio chain • Receive, analyse and respond to customer technical support queries placed essentially through our Customer Support Ticketing System • Analyse and resolve product issues through online Remote Support Sessions, mainly by troubleshooting and providing system software fixes or advices • Spot technical trends within tickets to report to the appropriate teams, be it potential product issues and/or sales/marketing/partners opportunities • Help to identify new technical product issues or feature requests, hardware or software related, to be followed up by the appropriate team • Contribute with written technical solution articles and FAQs to grow and improve our Support Knowledge Base. Skills Required • Excellent IT technical problem-solving skills • Empathy with customers, ability to explain the troubleshooting resolution steps clearly and simply to customers who may not be tech-savvy • Excellent written and spoken English • Knowledge of GNU/Linux based systems/distributions • Knowledge of Ethernet TCP/IP based networks, wired and wireless, home network switches and routers (Wi-Fi) and their interconnects and operation, IP address connectivity troubleshooting • Knowledge of Microsoft Windows, Apple MacOS and mobile Google Android and Apple iOS operating systems at the user level • A High School graduation with added IT Support training and proven experience OR preferably a degree in Software Engineering, Electronics Engineering or other IT related areas. What do we offer • Competitive package including lunch subsidy and other benefits such as health insurance and access to a bonus plan based on personal and company performance • Working from our sunny office in the Algarve with 300 days of sun per year and an amazing quality of life • Working on a close-knit international and ambitious team • Opportunity to develop and grow in a fast paced and growing company Would you like to join the team? Please send your CV to ---@--- |
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