L2 Terminals and Cloud Technical Support Engineer

Responsibilities

• Be competent at loading Thundersoft terminals with software packages
• Understand our cloud services – Terminals update / Key injection / others
• Prepare test and production tasks on our cloud services to update devices
• Support the L2 and L3 team to retrieve data from the customer devices
• Investigate technical issues reported by customers / integrators SW
• Work closely with regional and central Thundersoft R&D to offer quick resolutions
• Meet the Service Level Agreement put in place with the customer
• When needed, lead customer support calls and meetings on technical issues and discussions
• Support pre-sales and development opportunities as well as post-sales and customization activities
• Manage workload and multiple activities by effectively balancing priorities and setting client expectations
• Deliver work tasks on time and to a consistently high standard
• Demonstrate creative and dynamic approach to problem solving
• Participate and maintain internal and external knowledge base

KEY PERFORMANCE OBJECTIVES / INDICATORS

• Customer satisfaction
• Consistently delivering according to commitments
• Support requests are managed in right timeline.

SKILLS/COMPETENCY SPECIFICATION

Competency/Skill Requirements

• Junior level software development on Android environment (nice to have)
• Requirement analysis and workload estimates (is a must)

Special Requirements

• Have a dedicated workspace to store materials / terminals / tools
• Interest in technology and keeping up to date on tools and practices
• Good communication towards team and project managers

Languages

• German: Must have Native speaker

Education Qualifications / Experience Requirements

• Bachelor or master’s degree in computer science, Information Technology or Computer Engineering