Technology Support Engineer - Conferencing and Collaboration

Global Technology Engineer Function We are looking for a diligent, customer-focused support professional to join our support team for our Conferencing and Collaboration products used in a customer Meeting Room environment. As the first line of contact with our customers, you play a key role in ensuring their success and satisfaction. You are our customer’s voice within the organization as we strive to continually improve our product, our service. You love technology as well as interacting with people. You are eager to experiment with new technologies and see opportunities on how this can bring value. You like to share your knowledge with others and collaborate across teams. Key Responsibilities You support our international customer base in the onboarding and troubleshooting for all our Conferencing and Collaboration products via different communication channels (CRM system, phone, chat, …) . You maintain high customer satisfaction by collaborating with an international team to always find the best solution.keeping your own knowledge always up to date.active contribution to continuous improvement activities.. Your Profile You are experienced in either the AV or IT world or both. End-user and partner device troubleshooting and support is not new to you. If this expertise was acquired in the meeting room environment, this is an asset. Basic Network (TCP/IP, firewalls, routers, switches, Network Administration) knowledge and understanding, Certification is a plus. Passionate about AV/IT technology and proven experience in providing support (C suite level). Service-oriented, constructive problem-solving attitude and innovation capabilities, analytical skills , and structured way of working. Strong customer-facing and communication skills (verbal and written), with the ability to operate across all levels. English: FluentGerman: Fluent Let’s wow you with A variety of in-house training at our Barco University so you can continuously grow & learn as a professional. A healthy working environment with interesting workshops, sports activities, diverse & fresh lunch/snack breaks - with our own coffee bar and restaurant in Kortrijk - and many more options as we care about your wellbeing. The opportunity to work for an international market leader where innovation matters. SKIPPED Profile: Self-motivated team player who excels in a collaborative environment, yet can also work independently. Ability to manage multiple activities and tasks simultaneously. An intermediate to advanced understanding of AV equipment and solutions including video conferencing, digital signage, display, projectors, microphones, video cameras, digital whiteboards/annotation devices and meeting room technology. Extensive experience in collaboration platforms like Polycom, Logitech, Crestron, Microsoft Teams (Teams and/or MTR), Zoom, Webex, Google Meet, etc. (industry and vendor certifications highly valued). Experience and knowledge in troubleshooting video and network problems, diagnosis skills with a strong understanding of signal flow and image processing Proficient in Windows, macOS, Android or iOS ITIL Foundation, study and hands on or Certification is a plus. A track record of Teamwork Interpersonal Skills with excellent communication skills, both written and verbal/non-verbal. Ability to work under pressure. Strong prioritization and organizational skills with attention to detail Ask pertinent questions and determine best solution based on the issue and details provided by the customers. You can clearly and thoughtfully explain new technical concepts to a wide variety of personas and are able to deal with completely different profile such as fortune 1000 customers or small customers, with experimented IT/AV partners or non-technical people. Being a good listener and being able to ‘translate’ a problem to our R&D department. Develop an expert understanding of how each customer is unique in the way they use and operate our product.