Product Support Specialist

Position purpose statement

The Product Support Specialist at Abilia is responsible for providing first- and second-line technical assistance and customer support for the company’s products. The position aims to resolve user issues efficiently, document recurring problems, and escalate complex cases to senior team members, ensuring a positive customer experience and continuous product improvement. You prioritize a workload to ensure the most critical issues are resolved first and document standard support procedures that co-workers may follow. Main tasks

• Main tasks included, but are not limited to:
• Offer technical support and troubleshooting for hardware and software issues.
• Constantly provide excellent service to all our external customers and internal contacts.
• Manage and resolve incoming support cases by phone, email, and onsite.
• Document and follow up on support cases in our case management system.
• Perform warranty and repair matters.
• Contact with second and third-line support and collaborate with the development department to solve complex technical problems
• Conduct courses for technicians at technical aid center
• Provides training to other colleagues, and you have a close relationship with many of our customers.

Key skills and competencies

This role requires a person with deep knowledge in technical support and customer service and a deep understanding of related disciplines. The individual works independently, often solving complex problems by applying existing solutions in new ways. They may lead projects or be accountable for ongoing objectives and often support less experienced colleagues. Key to success are adaptability, initiative, strong communication and problem-solving skills, as well as competence in operating systems like Windows, iOS, and Android.

• Excellent communication and problem-solving skills
• Works independently and in teams.
• Solves complex problems using existing solutions creatively
• May lead projects or ongoing tasks
• Supports and guides more junior colleagues
• Strong adaptability, initiative, and responsibility
• High proficiency in Windows, iOS, and Android

Performance Criteria

Delivering Survice & Support at a high level of customer and partner satisfaction (NPS) and achieving SLA goals. 

Key contacts inside and outside of Abilia

You have a close relationship with internal colleagues and contacts.

Personal suitability will be emphasized.