Position Summary:
The Technical Support Engineer provides technical support to our customers and re-sellers, answering complex questions on function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our customers providing quality technical support. Technical Support Engineers have excellent communication skills, and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience. As a Technical Engineer you are expected to proactively assist the Team in driving key initiatives and ensuring the long term success of our customers and the company. You may be required to represent the team in a number of other functional areas within the company.
Languages:
French or German & English fluent spoken and written
RESPONSIBILITIES/DUTIES:
80% - Resolve client questions or problems in the areas of system configuration/setup, product functionality including fixes or enhancements
Serve as primary support liaison between company and customer
Keep customer informed of how and when problems are resolved
Involved in any additional follow up, testing and troubleshooting
Maintain Team goals and objectives
Works directly with the back-line and development teams to resolve complex issues and provide input for product direction
10% - Develop and share knowledge about the software
Write knowledge base articles and white papers to answer common customer questions
Deliver and receive training to/from others
10% - Assist other Technical Support Engineers with difficult and complex issues
May perform other job duties as directed by Employee's Leaders
Wymagania
QUALIFICATIONS: Required Skills and Experience:2+ years of experience in IT with an emphasis on customer support
Excellent interpersonal and communications skills
Excellent time management, decision making and organization skills
Strong technical troubleshooting skills
Strong knowledge of networking
Strong knowledge of Microsoft Windows server and client OS administration
Must be able to work well with others as part of a team
Preferred Experience/Certifications:
Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)
CompTIA Network+
Cisco network associate certification (CCNA)
Oracle Database Administrator - Certified Associate (OCA)
VMware Certified Professional (VCP)
Mac, SQL/Oracle, programming, Linux/UNIX
Education:
4 year degree in IS or IT; or equivalent experience
Company Benefits:
Healthcare – Employee paid and family subsidized coverage
Comprehensive Vacation, Paternity/Maternity Leave
Gym Card
Lunch Card
Peer-to-peer and manager recognition incentives
Online Training/Certification