Company Description
- _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology. _
**Job Description**:
**Position Summary**
**General Job Responsibilities**
- Completing Tech Support daily tasks which includes:
- Networking
- Storage
- FTE Video
- Analog Video
- Video Encoders/Decoder/IP cameras
- Communication protocols: Rs-485, Bi-Phase,Rs-232 Bilinx
- DVRs
- CTFID
- Web Interface
- Configuration Manager
- BVC (Bosch Video Client)
- DIVAR HyBrid
- DIVAR Network
- VRM (Video Recording Manager)
- VSG (Video Streaming Gateway)
- Divar IP 6000
- Divar IP 2000/5000 EZ
- Remote Access Setup
- Mobile Apps
- Panoramic Cameras
- Bosch Video Management System
- Video Recording Manager
- Netapp
- Windows Server Storage 2008 R2
- Windows Server Storage 2012 R2
- Working with customers/employees to identify problems and advising on the solution
- Logging and keeping records of customer/employee queries.
- Updating self-help documents so customers/employees can try to fix problems themselves.
- Customer Request, failure or complaint Log in (via all communication channel).
- In case of escalation create & forward ticket to level 2
- Give answers to known post/pre sales technical issues
- Create knowledge base article & forward to level 2 for approval
- Process online Chat
- Escalate serious complaints according to ST complaint process
- Collect log files & configuration files & data bases
- Forward non post sales Tech Support issue to related department
- Active contribution for product improvement
- Perform other functions related to the position.
**Qualifications**:
- English level B2+/C1
- Technical background
- Network knowledge
- Knowledge of servers
- Customer service & networking skills
- Operating System & Data Base Systems
- or similar experience
- Cisco modules knowledge is a plus
- Video Training Complete (including CCTV, DVR 700/600/5000, Rs-485, Bi-Phase,Rs-232 Bilinx, Networking Basics, Web Interface, Configuration Manager, DIVAR, VRM, VSG, others)
- At least 1 year of experience in Technical Support Centers.
- Experience in a critical real-time environment
- Experience in network fundamental knowledge IP products.
Additional Information
