Level II Technical Support Engineer

Level II Technical Support Engineer

Level II Technical Support Engineer

 

Position Summary:

As a member of the team, individuals have the ability to directly impact product development and TCL brand perception. Members also have empowerment to develop tools, processes, and support strategies to better support TCL customers. Our role gives us the opportunity to explore, develop knowledge of, and influence the implementation of cutting edge TCL technologies. The right candidate must possess leadership skills to assist with solving customer issues and enabling customers to get the most value from their products. This includes working with customers directly to solve Level 1 and 2 issues, collaborating with service partners and documenting solutions for overall consumption. The position will require a broad base knowledge of consumer electronics across various multimedia layers to improve our customer experience. This individual will also be responsible for supporting our service partner(s) to provide exceptional service to our customers.

Duties may include but are not limited to:

  • Solve level 1 & 2 support contacts
  • Coordination with Engineering, Quality and Product teams
  • Review and analyze data from multiple sources and draft recommendations
  • Advanced Troubleshooting through: Phone, e-mail, Chat, Community & Social Media
  • Creation of troubleshooting flows for increased resolution
  • Develop KB articles leveraging data across multiple mediums
  • Manage service inventory to assure optimum efficiency
  • Present updates regarding the service including service roadmap, support challenges and integrations
  • Travel approx. 25% to domestic and overseas (Philippines) support location(s)
  • Shift flexibility to operate with customer demand

Qualification/Requirements:

  • College degree or equivalent work experience in an IT or Technology related area
  • 2 years Multimedia Troubleshooting experience, preferably with Televisions
  • Fluent in English and French
  • Excellent Communication Skills – Oral and written
  • Competency with all MS Office applications
  • Team Player
  • Passion for service
  • Ability to wear multiple hats

*** LOCAL CANDIDATES ONLY ***