TECHNICAL SUPPORT REPRESENTATIVE

You will be responsible for creating and routing technical issues for all customers, ensuring timely and accurate handling of support requests received via phone, email, or web.
As part of your duties, you will validate customer entitlements and approve exceptions for those who are not entitled, maintaining a high standard of customer service.
ou will dispatch technical issues that fall outside the scope of the Technical Support Representative (TSR) to the appropriate support group, while also managing and maintaining customer data records within our systems to ensure data integrity.
You will resolve technical issues for customers across all account tiers, addressing incidents related to activation, installation, implementation, and maintenance of TSR-supported issues.
n addition, you will escalate complex technical problems internally to the appropriate teams while maintaining ownership of the customer interaction throughout the resolution process.
You will also contribute to our knowledge base by capturing and documenting solutions, enabling customers to resolve issues independently.
s part of your continuous development, you will learn and adopt the Knowledge-Centered Service (KCS) methodology and actively support customer self-service by creating and updating knowledge-based articles.
You have a technician-level education in engineering or a science-related field, such as Information Technology, electronic engineering, automotive, or manufacturing support.
Alternatively, you may be currently pursuing a bachelor’s degree in an engineering or science-related discipline, or you bring at least one year of experience in a Technical Support role.
ou are proficient in both English and Italian, with strong oral and written communication skills in both languages.
ou are an effective communicator who conveys information and ideas clearly and concisely to individuals, ensuring mutual understanding and alignment.
ou are a natural problem solver who responds quickly to resolve customer issues.
You integrate information from various sources to identify root causes and develop creative solutions, while keeping customers informed and providing timely feedback on the actions taken.
ou quickly assimilate new information, readily absorbing and comprehending content from both formal and informal learning experiences.
You are able to assess new situations efficiently and identify the most important elements with ease.
ou are a collaborative team player who works effectively with peers.
You value others’ input and actively seek their ideas, opinions, and participation when solving problems, making decisions, and executing plans.
ou demonstrate a strong customer focus, using your understanding of customer needs and service practices to set priorities, make informed decisions, and take actions that drive customer satisfaction.
At NI, now part of Emerson, we engineer ambitiously.
We celebrate creative problem solving.
And we take our customer relationships to heart.
As expert connectors, we believe in the power and potential of making connections - between people, ideas, and technology.
In fact, connection is central to everything we do.
We constantly challenge ourselves to find those connections because that’s what creates a path forward for our customers to engineer the extraordinary today, tomorrow, and for the next 100 years.
his means bringing the best diverse talent to NI and connecting the right people together to build solutions that make a difference.
It means combining fresh perspectives with new technologies to turn our customer’s visions into reality.