Philips Software Technical Support Engineer in Home Worker, United Kingdom
Philips is focused on improving people’s lives through meaningful innovation. Our aim is to improve the lives of 3 billion people a year by 2025. We are undergoing an exciting transformation globally from a consumer and healthcare business into a leader in the Health & Technology space. We now have an exciting opportunity for a Software Technical Support Engineer to join the Philips team.
The SW Technical Support Engineer focuses on delivering excellent customer care and being there for customers when they need us most. The SW Technical Support Engineer engages customers across the globe through our online resources and communities, social outreach, and 1:1 care. He\She represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better. The SW Technical Support Engineer is passionate about focusing on the consumer and helping them get the most out of Philips. He\She represents Philips and delights our customers.
Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
Work through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues
Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation
Log all service data required for tracking
Maintain a high level of technical competence on Philips solutions and related technologies
May act as subject matter expert on specific product group(s)
Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction
Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support
Contribute to the knowledge base and create knowledge base materials
Works directly with customers in the timely and accurate resolution of standard and complex technical support problems, questions and other technical issues
Resolves known technical issues
Integrates resources effectively, including customers
Assumes leadership role in initiatives at the direction of management.
Identifies and effectively handles challenges
Demonstrate good judgment on when to advance cases to Tier 2 Support or proper handling of escalated accounts in order to bring the right resources to bear to return customers and partners to optimum health
Works independently with general supervision on daily work, seeks guidance as appropriate
Objectives are clearly defined, some freedom is permitted to achieve desired results
Demonstrates increasing independence and decreasing need for work direction
Completes work in a timely manner
Working at Philips means driving your career in an organisation with an incredible diversity of nationalities, skills, backgrounds, functions and challenges. We have opportunities for graduates as well as experienced professionals in everything from applied research to marketing and sales in over 100 countries. We’re a fascinating company to be part of, with a strong emphasis on cultural awareness, mutual understanding and out-of-the-box thinking.
This role is based at our Head Office in Guildford.
We welcome you to a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences:
A competitive base salary plus a high performance related bonus.
Access to private healthcare insurance
Holiday allowance of 25 days a year from the start (plus bank holidays)
Learning and Development opportunities through our Philips University
Family friendly policies which offer enhanced maternity and paternity schemes
The Philips Employee Shop allows employees to buy Philips products at discounted prices
Subsidised Café promoting healthy eating and wellbeing at the Guildford site
Social Events - a dedicated Sports & Social committee with members in Guildford and Cambridge, promoting a host of social events throughout the year including the famous Family Sports Day at Surrey Sports Park.
We are looking for
Relevant degree in computer science or related technology with experience in a customer support environment
ITIL Foundation certification preferred
Proven ability to write technical articles outlining problems, resolution and troubleshooting steps
Working experience with working with healthcare technology is preferred
Please apply on-line – Good Luck!
Recruitment agencies : we are fortunate enough to receive lots of fantastic applications for our brand, however when we use agencies we have a PSL in place so please do not contact hiring managers or the recruitment team directly. Unfortunately we are not able to respond to you and cannot accept speculative CV’s as way of introduction.