Technical Support Representatives partner with customers to ensure their success through broad-based technical support of NI Products.
Requirements
- Creates and routes technical issues for all customers
- Handle inbound technical support requests (Phone, Email, Web)
- Validates customer entitlements and approves exceptions for unentitled customers
- Dispatch out-of-TSR scope technical issues to the appropriate support group
- Create and manage customer data records within our applications to ensure proper data integrity
- Resolves technical issues for customers across all account tiers
- Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues
- Increase technical issues internally to the appropriate support group while maintaining ownership of customer interaction
- Captures and documents knowledge to enable self-service resolution
- Learns and adopt Knowledge-Centered Service (KCS) methodology
- Enables customers to self-serve by creating and editing Knowledge based articles
Benefits
- Cafeteria system with a wide range of options
- Additional non-wage compensation benefits
- Diverse professional development and career advancement opportunities
- Commuting support
- People-centered, outstanding culture
- Supportive and cohesive community
- Stable and reliable company background
- Development opportunities, participation in training (Online LinkedIn Learning)
- Life and accident insurance for all employees
- Supportive atmosphere, high-quality team-building events and other family-oriented corporate programs
- Employee discounts (e.g., at restaurants, bookstores, service providers)
- Nursery, kindergarten, and school-start support
- Compass program (free psychological, life management, financial, and legal counseling)