Technical Support Engineer

The Technical Support Eng. is responsible to meet and exceed the regional service objectives while striving to high customer satisfaction from RISCO produces & services. 

This will be achieved by maintaining a highly professional technical service, utilized efficiently to sustain existing systems and deploy additional capacity and functionality within the required time frames and to the required quality. 

Being a part of the regional team, Technical Support Eng. is expected to present the status of activities, risks and opportunities, to allow synchronization and mutual achievement of the business goals. 

• Act as the technical service provider for the sales team and the customer. 

• Maintain a high level of customer satisfaction with RISCO products and services by meeting and exceeding our commercial obligations with regards to our customers. 

• Maintain and grow the technical skills to be in line with the current and anticipated requirements of both RISCO and its customers. 

• Represent outstanding customers needs (serviceability as well product enhancements) as to the relevant RISCO groups in order to obtain qualified handling to assist the region in achieving its objectives. 

• Maintain integrity of the associated CRM data so it reflects the status of assigned cases and operation activities performed in the account. 

• Increase continuously the efficiency and the quality of support provided and process improvement. 

• Collaboration with the local team and the international technical teams’ tools, process and documentation. 

1. Customer focus activities 

• Take ownership for assigned Service Requests and their resolution – to monitor, maintain and, if needed, escalate technical problems in order to fully resolve them in minimum time and maximum customer satisfaction. 

• Plan, practice and schedule technical activities, (maintenance, troubleshooting, solving malfunction problems, installation, upgrades etc) with minimum disruption to the customer. 

• Put in place and maintain an understanding of the commercial commitment on RISCO for each customer, as well as the obligations for each account that has a support contract. 

Requirements:  

•  experience as a technical support engineer 

• “Out of the box” thinker, problem solver  

• Highly motivated, creative, and professional manners 

• Excellent communication and interpersonal skills, ability to handle multiple interfaces  

• Independent with ability to work in a very challenging & dynamic environment 

• Ability to prepare and conduct technical presentations to customers.  

• Bachelor’s degree in SW / Electronic / Computer science or other technology knowledge 

• English at advanced business level is essential, written & spoken.