Position: Product Support Engineer
Company: GlobalLogic
Category: Support
Experience required: no_exp
English level: upper
Published: 2023-09-01T00:00:00+03:00

**Job Description**
- Previous experience in a customer service/support environment
- Strong troubleshooting and problem-solving skills
- Excellent English verbal & written communication and interpersonal skills 
- B2-C1 German
- Must be able to multitask and prioritize work

**Ability to work in shifts**
1 shift : 4 PM time to midnight
2 shift : midnight to 8 AM time
3 shift: 8 AM to 4 PM time

**Job Responsibilities**
- Provide first-line support to customers through various channels e.g. by phone, and email:
Phase 1: get the calls, open cases, and assign them to the Dev support team
Phase 2: handle basic cases (as licenses, HW, etc.)
- Reports, metrics, and ability to provide statistics
- Logging issue details on the CRM system including all interactions with the customer
- Escalating issues to customers' geographical teams

**Department/Project Description**
Enterprise video surveillance solution is installed at over 50,000 locations worldwide, from medium-sized businesses to large fortune 100 companies, city surveillance, and government systems.

The team will provide support coverage to customers, to enable 24/7 support with high availability.

The call center will answer calls and screen emails, record all required information to be forwarded to the geographical customer on-call supporter for further handling.