Associate Service Support Specialist

Provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions. Starting point for structured problem management in the DN Incident & Problem Management process. Identifies, analyzes, addresses and resolves technical problems. Supports technical escalations as a well as improvement initiatives. Adopts and provides technical product trainings and ensures communication and feedback of service-relevant information to / from country services units. Develops, implements, maintains and advises on service processes and standard operational procedures. Initiates, manages or supports customer, fleet and product performance improvement projects and initiatives.

• Gains familiarity with Service Support concepts, practices and methodologies.
• Studies and complies with the company's product support and related case management policies and procedures.
• With guidance, performs standard Product Support duties, including: Working with senior team members to understand customer identified product issues and problems.
• Troubleshooting problems ( For Example, with customer configuration, company software or other integration points).
• Assisting with customer and / or technician training and supporting material development.
• Identifying / resolving issues that prevent customers from getting full value from the company's products and services.
• Ensuring proper follow-up with customers and internal service providers.
• Escalates complex issues and high-impact problems to senior team members, team lead and / or the according resolver groups.
• Provides on-site technical support and co-operates with other stakeholders to resolve issues or support customers.

• Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Support.
• Good business English skills (Written and spoken).