Description
The Role
Providing technical support for connectivity-related issues (specifically Wi-Fi 802.11ac).
Take and track customer issues all the way to resolution (providing analysis and recommendations to customers as well as to teams in HQ).
Essential Requirements
Direct experience with connectivity technologies: Wi-Fi experience mandatory (preferably 802.11ac)
Experience with devices such as set-top boxes, broadband gateways and other connected consumer electronics
Experience of Linux drivers
Good C programming skills
Technical customer support experience
Excellent communication skills (spoken and written)
5-10 years experience
Desirable
Bluetooth/GPS/NFC (Near Field Communication -like on your debit card) experience
xDSL
Key Responsibilities
Provide technical software support for our clients existing EMEA region's connectivity customers (both direct and indirect)
Understand customer technical queries and issues, and provide initial analysis and recommendations to HQ technical support teams to ensure timely resolution
Collect, compile and track EMEA customer technical issues and manage ongoing project progress, leveraging online customer support and CRM systems
Work with EMEA Sales and Marketing team to provide expert technical support in customer interactions (eg Chipset Vendor workshops, chipset RFQs, new project discussions) to understand customer requirements, and our clients compliance to these - and where necessary, communicate new requirements to HQ teams
The Person
Independent problem analysis and solving skills, especially under high pressure
Customer first pro-active attitude, coupled with sensitivity to corporate business priorities and resourcing capabilities
Must be an independent self-starter, with excellent time and project management skills
Must have a good understanding of the challenges and associated business etiquette required when working with international and remote teams and customers. Experience working with/for Asia-based companies a significant advantage.
Must be a confident and clear communicator and evangelizer', with excellent written and oral communication skills
Ability and willingness to travel internationally, as required (minimum 25% travel)
Our client is a leading semiconductor product and technology company.