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Customer Support Engineer


Innuos
Data:20-6-2023  Local: Faro

Innuos is a scale-up that is transforming the way we listen to music.
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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