Lead Technical Support

Job description

The ADI Centre of Excellence is handling technical support for customers in Sweden, offering pre and post-sales support for over 300 products made by 15 to 20 different vendors, covering all aspects of Fire & Security. We are looking for a motivated Lead Technical Support to deliver the desired customer service experience to our customer based in the Swedish market. The goal is to drive service success that improves customer satisfaction, maximise customer retention, and increases profitability. This is a hybrid working role with 3 days at our location in Gothenburg and 2 days working from home. JOB DUTIES: - Develop detailed project scope of work to summarise in clear terms the system functionality specific to client/end user needs for each project - Complete remote site survey (as needed) of project location(s) to assess site conditions, recognise potential difficulties, and compile all information to share with project team - Diagnose errors or technical problems and determine proper solutions - Develop & Deliver Webinar training courses - Produce timely and detailed service reports - Cooperate with technical team and share information across the organisation - Comprehend custom...