Technical Support Specialist - Level 2


Place of work
Prague, Czechia
Contract type

Information about the position

Job description, responsibilities and duties

Epson is a global imaging and innovation leader that operates at the cutting edge of technology development. We are dedicated to exceeding the vision of customers worldwide through the creation of ground-breaking, high-precision and energy-saving technologies. From printers and 3LCD projectors, to augmented reality smart glasses, Epson offers an extensive array of award-winning products to customers across the world.

Due to our growth, Epson is now seeking a L2 Technical Support Specialist to provide country level technical problem solving to our end users, resellers, service partners, reseller helpdesk, dealing with customer escalations, trainings on our product range, and providing excellent customer advice. The successful candidate will also have excellent communication skills with a good standard of English language. The L2 Technical Support Specialist will be based in our Prague office and will report directly to the Technical Support Manager and will involve travel within the EU. The Technical Support Specialist provides technical support to all departments.

Key Responsibilities:
* Escalate issues to 3rd level Technical Support team, as required
* Create training course content for maintenance and repair on current and new products for service partners
* Deliver training courses on maintenance and repair of current and future products to service partners
* Undertake investigations with service partners and dealers to ensure quality standards are maintained and improved
* Provide on-site support with specific expertise to end users, resellers and service partners, when appropriate
* Monitor product failures to identify any ongoing problems that may require attention and provide feedback to the Manager, Technical Support and 3rd level Technical Support teams
* Where required, due to local business structure or needs, provide technical pre-sales support, which may also include supporting events and demonstration
* Support day-to-day processes at TPM and Service Dealer
* Monitor customer satisfaction
* Drive Epson process standards across the local service network

Employee perks, benefits

If you are seeking an opportunity to work with a leading brand, we are keen to hear from you.

Epson makes products and delivers solutions for a wide range of customers and we are committed to having a diverse workforce. Colleagues based in all offices feel valued as part of our Global Community. We are going through an exciting period of growth and looking for people that have the spirit to seize new opportunities and drive growth.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

* Strong technical hardware & software knowledge in printing technologies
* Knowledge of major Operating System (OS) and Rasterize Image Processor (RIP) software plus applications for image & colour management
* Knowledge of main networking technologies
* Ability to deliver post sales training
* Fluent in local language and English, verbal and in writing (ability to write technical documents & reports)
* Experience of working in IT industry in a technical support environment. Ideally within the print/imaging/display industries or general technology applications


Brief description of the company


Company address

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ID: 3615045  Datum zveřejnění: 6.3.2019