Technical Support Representative (French)

Summary

The Technical Support Representative is a Specialist who provides technical support for acre partners & customers for defined product portfolio.

Our service offering will be a major success factor for growing business in our key markets. This will be achieved by providing professional support, system-engineering and outstanding technical support services on expert level.

Professional customer orientation and knowledge about acre security product range based on Cloud / Network/ Data Base competency is a mandatory requirement.

The role covers technical support by phone, written, remote service and on-site commissioning/ trouble shooting for acre security customers (Installer, VAP and VAD’s, Distributors). The successful candidate must be fluent in business French & English (in addition, Spanish / Italian language would be beneficial).

Additional focused tasks are sales support, system-/application support as well as product training and the maintenance of the acre security technical knowledge database platform.

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Include the following, but are not limited to:

- Technical specialist providing pre & after sales technical support for Acre customers in defined languages
- Uses technical and personal skills to resolve issues based on independent handling, showing ownership, mentality solving customer requests.
- Professional hotline support with consistent, clear and understandable case description and handling in the hotline Tool- CRM system, following defined workflows / processes and achieve defined targets.
- Highest focus on customer orientation and professional communication in order to maintain/build best customer relationships.
- Product-related technical pre-sales and project support, application assistance and consulting.
- Provide technical system support in order to help sales to win customer projects
- Provide internal and customer training (in house and at customer site or other locations)
- Provides on-site specialist support and problem analysis, if required
- Observe the market field concerning product reliability and quality, and give regular feedback to relevant departments
- Ensure professional escalation management; manage problem-related trouble shooting
- Technician/Engineer with communications engineering/informatics as a branch of study or similar qualification due to professional experience from the security industry would be an asset.
- This role is located in a company with many cultural styles and market specifics. The sensitivity to cultural practice and national standards is essential to maintain credible relationships with their main stakeholder groups. It would be useful to be familiar with mainstream European business practice and standards of governance.
- Innovative, motivated attitude; an organised personality with a high level of energy that works autonomously
- In-depth experience gathered in a customer service or technical support role
- Project Management skills, well-structured to work effectively and efficiently.
- Proven track record in L2/L3 networking product support
- Capable of solving problems under pressure and of offering working solutions to product users.
- Team player
- Professional customer-orientation and excellent communication skills
- Experience as trainer, solid presentation skills
- Able to build solid networks quickly, both internally and externally
- Fluent in business French & English (in addition, Spanish / Italian language would be beneficial)

About acre security

Acre security are aligned with key industry evolution, focusing on authentication, infrastructure, and the convergence of systems and technologies to support future-proofing customers through the advancement of value-based solutions that deliver superior, seamless user experiences.

Operating efficiently worldwide, acre security take care in delivering exceptional security and transmission solutions that safeguard peace of mind across a broad variety of customer application needs including banking, education, healthcare, retail, and more.

Our core values focus on a culture of empowerment in a collaborative environment. Combined with a forward-thinking market approach that aims to deliver high-performance results, we ensure to first approach every solution through the viewpoint of our customers. These characteristics are the distinctive marks of the acre security solutions and the foundation of our drive to become the number one solutions provider in the markets we serve.

Technical Support Representative (French)

Summary

Duties and Responsibilities

Potential split

Education and/or Experience

Competencies

Work Requirements

About acre security

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