Position: Technical Support Engineer
Company: Materialise
Experience required: 1y
Category: Support
English level: upper
Published: 2020-03-01T00:00:00+02:00

As such, you are the face of Materialise and responsible to achieve success together with our customers through your expert technical knowledge and even more your unwavering focus on delivering industry-leading customer experience.

After an initial, in-depth onboarding program, you assist customers with questions about the licensing, functioning, installation and/or configuration of Materialise's software products, according to work instructions and available (product) information.  Initially you do this with help from more experienced colleagues while growing into full self-suffiency, becoming an expert that is sought out by others.

You will be supporting all Materialise Software Products, such as Magics, Streamics, Materialise Cloud, Build Processor.  You can find more information on our product set at this link.

Your main responsibilities:

You assist in the resolution of technical incidents and problems related to use, configuration and/or setup of selected software products for our English speaking customers. Assistance is provided remotely through telephone, email or shared web sessions.
You collaborate closely with Product Experts for advanced issues, yet remain the owner and main customer contact
Increase your professional knowledge and technical skills to further optimize our internal knowledgebase.
You monitor the ticket queue and respond to all tickets within the established timelines.
Process and manage customer data to ensure efficient handling of customer's issues according to the service level agreements.
Help grow the customer support organization within Materialise by providing input to enhance processes and by sharing knowledge and experience
 

This role reports to the Customer Support Team Leader of Materialise Software.

You will work in a global team with colleagues around the world, such as Belgium, Ukraine, the US, Germany, and several Asian countries.

  Requirements: 
Fluent written and verbal English language skill (written and verbal) is mandatory. Any additional languages are considered a strong plus, with German and French being the highest priority.
You have a mindset of excellence and strive for continuous improvement
Self-governing and customer experience focus with keen attention to detail
You are well organized and process-minded
Passionate to learn on the job
You are open to work in a standby schedule which requires availability outside business hours according to this schedule
Ability to troubleshoot issues independently and deliver clear and easy-to-follow solutions
Ability to prioritize work and manage time efficiently
General knowledge on desktop hardware
Advanced knowledge on Microsoft Windows workstation operating systems
Hands-on knowledge of server hardware, TCP/IP networks and storage solutions (DAS, NAS, SAN, RAID).
Familiarity in standard customer IT environments, consisting of below technologies:
Hardware virtualization and server monitoring tools
Microsoft Windows Server Administration (installation, system management, access permissions, IIS management, disk management)
MS SQL Server Administration (installation, database management, reporting services, SQL queries).
Experience with Additive Manufacturing and/or CAD software packages is a plus
Comptia+ or similar IT certifications are considered a plus