Technical Services Representative - Tier 1 (IT Support)

TL;DR

Technical Services Representative - Tier 1 (IT Support): Delivering frontline technical assistance and managing the RMA process for partners and customers in Southern Europe with an accent on multichannel communication and hardware troubleshooting. Focus on streamlining return authorizations, solving initial technical issues, and ensuring high customer satisfaction.

Location: Hybrid (Lund, Sweden)

Company

A global leader in network technology providing innovative solutions for video surveillance, access control, and audio systems.

What you will do

• Provide Tier 1 technical support to partners and customers in Southern Europe via phone, web, and chat.
• Lead the RMA (Return Material Authorization) process, including authorization, follow-up, and coordination across departments.
• Perform initial hardware troubleshooting to determine if units require repair or replacement.
• Assist customers with product system navigation and provide guidance during first-time installations.
• Handle invoicing questions for partners and customers.
• Collaborate with the EMEA virtual team to handle regional RMA-related inquiries.

Requirements

• Fluent proficiency in Spanish and Italian.
• Excellent level of English.
• Practical experience in the IT industry and customer support.
• Must be based in or able to work from Lund, Sweden.
• Strong technical interest and problem-solving skills.

Culture & Benefits

• Daily breakfast and weekly "Swedish Fika" traditions.
• Access to an on-site physical training gym.
• Comprehensive insurance coverage.
• Robust onboarding program.
• Vibrant, multicultural and inclusive work environment.