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| Position wanted: |
Support Engineer |
| Job category: |
ComputerConsultancyCustomer ServiceGas IndustryGovernmentInformation TechnologyLanguage/MultilingualOil IndustrySupport/Help DeskTelecommunications |
| Preferred Location: |
Algeria |
| Preferred City-State/County: |
Oran |
| Objective and Resume Summary: |
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PROFILE: An EMEA Support Specialist with extensive experience, a strong communicator at all levels. Methodical logical and self organised. A fast learner, who adapt and evolve with new changes.
Key Strength.
Excellent communication and interpersonal skills at all levels.
Handling customers enquiries in English and French language
Prioritising urgent situations and showing empathy for angry customers
Learning new products or technologies very quickly
Working well in a team but also able to work on own initiative.
Able to explain and translate technical enquiries from English to French language and vice versa.
Experienced in writing technical procedures (FAQs) used by both key accounts and colleagues.
Coaching junior support engineers
Fluent in French, English, and ARABIC both oral and written.
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| Skills: |
Fluent in French, English, and ARABIC both oral and written.
Support Specialist.
Technical support.
Helpdesk.
Hotline. |
| Known languages (and levels): |
English-Very GoodFrench-Very GoodArabic-Very Good
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| Type of Employment wanted: |
Full Time
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| Minimum Yearly Salary in Numbers: |
Unspecified
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| Current Location: |
UK England, England, Reading |
| Education History, Qualifications & other additional information: |
| Level of Education: |
Tech School
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Computing - IT
Fluent in French, English, and ARABIC both oral and written.
Support Specialist.
Technical support.
Helpdesk.
Hotline.
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| Work History & Experience: |
| Years of Work Experience: |
5 to 7 Years |
Employment History.
FROM/TO: June 2007 to March 2009
Symantec: Green Park, READING
Sales Lead Generation Specialist French and Arabic
As part of ISO (Inside Sales Organisation), the EMEA Lead Management Team is a vital resource to ensure that the thousands of inbound sales leads received each month across EMEA, from the Symantec website, web casts, events and other sources are fully qualified and managed into and through the sales force.
Responsibilities include:
Warm and cold calling
Proactive interaction with customers and prospects
Qualifying their interest in our products and solutions
Lead processing to Sales Reps
Knowledge transfer
Tracking of lead progress
Follow up with sales people to ensure closed loop process
Achieve lead management targets
(Made redundant due to workforce reduction)
From/to: November 2000 to September 2006
Hewlett Packard: Imperial Way, Reading
- Emea Support Specialist - Bilingual (French and English)
As a Support Specialist I understand principles and concepts of systems architecture as well as product usage and configuration. I understand several products in a functional area involving usage, configuration and interaction with other products. I have shown the ability to diagnose and solve problems.
Technology involved: TCP/IP, DNS, DHCP, TELNET, FTP, LAN and WAN.
Case Problem Definition and Analysis
Performed data capture and problem isolation on a number of products at an external/internal level.
Able to identify duplicate problems from accompanying information (dumps, logs, traces) and identify unique defects.
Customer Skills
Handled 2nd line support enquiries from all over the world (using English and French language)
I used proactive approach to obtain information and agree a time commitment of the next steps
Used research skills to solve difficult customer problems (Documentation, Database, Web, Higher level colleagues)
Wrote technical information in understandable fashion
Updated training materials for my peer group and customers.
Constantly received high ratings in quarterly independent customer satisfaction survey
Helped colleagues with French speaking customers, for products I do not support.
Coached junior support engineers
Utilised negotiation skills which will lead to satisfactory case closure.
Explained technical information clearly.
Communicated competently with customers technical staff in French and English language.
(Made redundant due to the EMEA technical support department moving to Sofia, Bulgaria)
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