Lead Product Support Representative

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

• Support the Global Sales strategy by delivering excellence in service at all times

• Although geographically and culturally diverse always work as a "single team"

• Introduce Products with the best level of quality

• Drive forward service improvements to continually improve and enable the above

Responsibilities:

Incident / Problem Management

• Respond to and Resolve the Incident and Problem tickets within the end-to-end service levels

• Provide a workaround to minimize the impact of defects to the end-user

• Engage Partners in a professional and friendly manner

• Ensure tickets contain all necessary details throughout its lifecycle

• Use Knowledge Base articles for incident / problem troubleshooting

• Create and maintain Knowledge Base Articles (KBA’ s)

• Be able to work in a team or on your own

• Be able to deal with pressure periods e.g. high volume of calls

• Have the flexibility to see incidents progressed out of hours

• Be willing to visit Customer Sites both nationally and international

Change / Release Management

• Test patches / loads within lab to confirm fix

• Be part of the New Product Introduction Process (NPI)

• Help develop and Pre-GA Training requirements

• Confirm accuracy of Technical documentation

• Be part of the early testing of the Application

• Internal Field Trials

• External Field Trials

• Be willing to perform Technical Workshops to help increase knowledge of the Application

Other:

• Hybrid role, with office visits being the primary requirement.  Proportion to be decided by local management.  

• Be willing to be part of a 24/7 callout rotation for Critical escalations

Requirements:

• Knowledge of IP, VoIP, Networking, Virtualization and Microsoft Windows Server

• Excellent Customer Service skills

• Strong analytical troubleshooting skills

• Previous proven “Senior Technical Support Specialist” for 10 years

• Proficient in English

• Proficient in German

Additional Skills:

• Soft skills

• Time management and very good problem solving skills

• Team management & team development skills

• Oriented for the team growth in both, technical and soft skills, in order to provide excellent customer experience

#LI-DD1

For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.