Service escalation engineer

Function  

We are looking for diligent, customer-focused support professionals 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: Fluent (Native is a plus)  

• French and German: C1  

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.