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Customer Support Engineer/ Customer Success Engineer Job Opening In Søborg – Now Hiring Idemia


Job description

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies.

Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world.

In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages.

We strongly believe that our diversity is a key driver of innovation and performance.

Purpose


Please apply with a resume/ CV in english

Essentially, Custumer Support/ Success Engineer facilitates communication between the Idemia Public Security Travel & Transport support department, and all others, speeding up the resolution time for support issues, and directly representing the voice of the customer to the IPS skills center teams.

The Success Engineering role makes not just the customer more successful, but also the internal stakeholders.

They help make sure we are operating most efficiently as a team to support customers.

This role enables the support and engineering teams, and the customer, to all have a better experience.

Key Missions


  • • Analyze, Troubleshoot, solve self-assigned tickets escalated by Support Level 1 (agencies),
    • Conduct standard and complex analysis in autonomy,


    • Participate to integration and tests activities on site,
    • Participate to integration workshop as referent,
    • Maintain components of IT infra and backend, including Hardware and Software,
    • Reproduce customer issues and document them before escalation to L3 Software support team,
    • Formalize corrective action plans or local workaround within the SLA,
    • Solve or escalate the analysis to the Level 3 support internal team or suppliers for getting a permanent fix or further investigation and expertise,
    • Communicate regularly to keep the customer and Service Delivery Managers informed on the progress,
    • Delivered maintenance documentation, operation manual, test procedures and test reports,
    • Perform on-site administration activities and preventive maintenance – customer premises,
    • System ramp up support on site – customer premises,
    • When on-site upgrade, perform activities of integration, deployment and on-site post-support – customer premises,
    • Fill-in Support ticket tracking tool appropriately,
    • Ensure customer satisfaction in maintenance and support,
    • Coach other Customer Success Engineers.

  • Profile & Other Information

    • Fluent Danish and Englosh languages



     
    Nice to have:

    • Experience in maintaining IBM/HP Servers, SAN, Dell, and PC servers
    • Good/very good scripting skills (Python, shell scripts…) – for debugging purposes
    • Knowledgeable in Java or any other OOP language.

    (able to read and understand code)
    • Experience in development, customization, and integration would be an added advantage
    • Knowledgeable in administrating and maintaining Oracle Database
    • Certification in system management best practices (ITIL) is a plus (or relevant experience).
    • Experience in NetApp technology is a plus
    • Experience with Windows Servers is a plus.
     
    Key soft skills & behavior
    • Customer oriented,
    • Interpersonal and communication skills,
    • Constructive collaboration,
    • Team player, able to make autonomous decisions if needed,
    • Continuous improvement (implementation reviews, optimization, decrease no.

    of bugs detected in production etc.)
    • Problem solving skills,
    • Willingness to travel abroad.


    Seize all the opportunities of our fast-paced environment.

    Expect the unexpected.

    Required Skill Profession

    Computer Occupations


    • Job Details

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    Unlock Your Customer Support Potential: Insight & Career Growth Guide


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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Idemia adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying Denmark laws and regulations

    What Is the Average Salary Range for Customer Support Engineer/ Customer Success Engineer Positions?

    The average salary range for a varies, but the pay scale is rated "Standard" in Søborg. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

    What Are the Key Qualifications for Customer Support Engineer/ Customer Success Engineer?

    Key qualifications for Customer Support Engineer/ Customer Success Engineer typically include Computer Occupations and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

    How Can I Improve My Chances of Getting Hired for Customer Support Engineer/ Customer Success Engineer?

    To improve your chances of getting hired for Customer Support Engineer/ Customer Success Engineer, consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

    Interview Tips for Customer Support Engineer/ Customer Success Engineer Job Success

    Idemia interview tips for Customer Support Engineer/ Customer Success Engineer

    Here are some tips to help you prepare for and ace your Customer Support Engineer/ Customer Success Engineer job interview:

    Before the Interview:

    Research: Learn about the Idemia's mission, values, products, and the specific job requirements and get further information about

    Other Openings

    Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

    Dress Professionally: Choose attire appropriate for the company culture.

    Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

    Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

    During the Interview:

    Be Punctual: Arrive on time to demonstrate professionalism and respect.

    Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

    Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

    Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

    Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

    Follow Up: Send a thank-you email to the interviewer within 24 hours.

    Additional Tips:

    Be Yourself: Let your personality shine through while maintaining professionalism.

    Be Honest: Don't exaggerate your skills or experience.

    Be Positive: Focus on your strengths and accomplishments.

    Body Language: Maintain good posture, avoid fidgeting, and make eye contact.

    Turn Off Phone: Avoid distractions during the interview.

    Final Thought:

    To prepare for your Customer Support Engineer/ Customer Success Engineer interview at Idemia, research the company, understand the job requirements, and practice common interview questions.

    Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Idemia's products or services and be prepared to discuss how you can contribute to their success.

    By following these tips, you can increase your chances of making a positive impression and landing the job!

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