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Product Support Team Member
3 weeks ago
The Technical Support Engineer is responsible for providing quality support with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to Cloud Assert customers. Individuals with at least 2+ years of experience on relevant Microsoft technologies, along with advanced communication and problem-solving skills. Those who have worked in a global technical support environment will be preferred.
**Responsibilities**
- Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.
- Ensures information controls, back-up and recovery strategies are in place across all environments.
- Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
- Develop and maintain relationships with technical staff, end users and clients.
- Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.
- Demonstrate creativity, innovation and high performance.
- Work with customer resources to successfully support and triage support tickets
- Confidently provide responsive and exceptional customer service to new and existing customers
- Provide web-based support for our customers
- Assist and guide client support requests to conclusion
- Capture client feedback and participate in product issue resolutions and product enhancement efforts
- Provide ongoing communication with Cloud Assert Implementation leads and assist projects as necessary
- Excellent written and verbal communication skills
- Preferred working knowledge of.Net, UNIX, Linux, Windows
- Working knowledge of Cloud and Data center technology, VMWare, Hyper-V, VMM, System Center
- Windows, Linux, IBM server hands-on experience preferred
- Relational databases (like MySQL, SQL Server, or Oracle) and SQL queries hands-on experience preferred.
- Remote support experience assisting end-user and technical support related issues
- Hands on experience on Data center & On-Premise
- Can identify, triage, and/or resolve complex technology issues in an enterprise environment
- 1-3 years’ experience in PowerShell
- Experience in a client facing role (external or internal)
- Strong knowledge of applicable business areas, the supporting technology architecture and applicable processes
- Leadership skills, drive for continuous improvement
- Excellent interpersonal, relationship and negotiating skills
- Commitment to attract, develop and retain talent
- Excellent problem management skills and relentless drive for root cause and execute measures to reduce repeat occurrence.
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