Customer Service Engineer

About Kramer
Kramer is renowned for creating audio-visual experiences that drive creativity, collaboration, and engagement. From AVSM solutions to advanced cloud-based communication and control systems, Kramer delivers technology that makes interactions more immersive, inclusive, and connected than ever before. Headquartered in the heart of the Startup Nation, Tel Aviv, Israel, and with locations around the globe, Kramer’s audio-visual experts are shaping the future of engagement technology. In a world where physical and digital boundaries blur, Kramer’s intuitive, seamless technology breaks down barriers, bridges gaps, and brings people closer together, even when they’re far apart.
Customer Service Engineer
As a Customer Service Engineer, you will provide outstanding support to distributors, system integrators, and end-customers, resolving issues promptly and efficiently. You will collaborate with other CS Engineers, Management, and the HQ Customer Support team to address complex issues and offer feedback for product improvements.
Responsibilities:

• Timely process and resolve customers issue addressing them via salesforce and phone
• Promptly seek and provide support as necessary in order to drive effective issue resolution
• Cooperate with other stakeholders to resolve complex issues, learn from them and implement/leverage best practices
• Support root cause analysis and replicate issues by using the local lab
• Technical product repairs and fault finding
• Remain up to date with new Kramer products and solutions to be able to suggest to customers alternative configurations.

Desired Skills & Experience

• Problem solving and innovative thinking skills.
• Studies in Engineering or CS or technical degree, possibly in AVoIP, software, audio/video technology.
• 5+ year experience in troubleshooting AV / VTC / UCC environments
• Excellent in English and French or German skills both verbal and written, any other European language is a plus. Ability to work effectively on global and virtual teams and manage training with varying levels of complexity.