Technical Support Representatives partner with customers to ensure their success through broad-based technical support of NI Products. Technical Support Representatives respond to technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners.  
 

In this Role, Your Responsibilities Will Be:

Creates and routes technical issues for all customers  

Handle inbound technical support requests (Phone, Email, Web). Validates customer entitlements and approves exceptions for unentitled customers. Dispatch out-of-TSR scope technical issues to the appropriate support group.  Create and manage customer data records within our applications to ensure proper data integrity. 

Resolves technical issues for customers across all account tiers

Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues​. Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.

Captures and documents knowledge to enable self-service resolution  

Learns and adopt Knowledge-Centered Service (KCS) methodology.  Enables customers to self-serve by creating and editing Knowledge based articles.
  Who You Are:
You understand the importance and interdependence of internal customer relationships. You make new connections and build relationships in other areas and teams. You prepare content for communication that is impactful.   For This Role, You Will Need: Technician-level education in engineering or a science-related field, such as IT, electronic engineering, automotive, manufacturing support, or other. Alternatively, currently pursuing a bachelor’s degree in an engineering or science-related field OR having 1+ year of experience working in a Technical Support position.  Intermediate or advanced Korean level, oral and written.  
  Preferred Qualifications that Set You Apart: Communication – Conveying information and ideas clearly and concisely to individuals. Problem Solver –Responds quickly to resolve customer problems; integrates information from disparate sources to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken. Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation. Understanding of essential networking principles and equipment. Basic knowledge of programming languages. Strong understanding of technical elements required to solve low-complexity issues. Basic understanding of core products to solve mid-complexity issues with the help of others. Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.  Collaborative – Team oriented with the ability to effectively collaborate with peers. Leverages others’ skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.  Customer Focus – Uses understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction.
  Our Offer To You:
 By joining Emerson, you will be given the opportunity to make a difference through the work you do.

Emerson's compensation and benefits programs are designed to be competitive within the industry and local labor markets. We also offer a comprehensive medical and insurance coverage to meet the needs of our employees.

We are committed to creating a global workplace that supports diversity, equity and embraces inclusion. 

We attract, develop, and retain exceptional people in an inclusive environment, where all employees can reach their greatest potential. We are dedicated to the ongoing development of our employees because we know that it is critical to our success as a global company. 

We have established our Remote Work Policy for eligible roles to promote Work-Life Balance through a hybrid work set up where our team members can take advantage of working both from home and at the office.

Safety is paramount to us, and we are relentless in our pursuit to provide a Safe Working Environment across our global network and facilities.

Through our benefits, development opportunities, and an inclusive and safe work environment, we aim to create an organization our people are proud to represent.

Our Commitment to Diversity, Equity & Inclusion

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers. 

 

This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place.  Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson. 

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