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Responsibilities: - Troubleshooting difficult and aging Customer issues - Communicate to Customer’s through the phone and digital medium to speed issue resolution - Provide assistance to Sales/Field Agents on technical issues - Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines - Recognizes when a customer is likely to run into future problems and proactively shares information to help them avoid pain - Retains ownership and stays actively involved for all cases assigned to them or escalated by them - Mentors colleagues during their initial training or provides on-going assistance to existing colleagues within areas of specialty - Reports to Technical Support Manager - The Technical Support Analyst will interact with End Users, Channel Partners and other third party vendors to resolve technical issues - Work closely with Senior Tech Support Analysts on difficult and aging incidents


Requirements: - Bachelor’s degree in related field preferred - 2 + years of customer technical support experience required - Previous Customer related experience Service Experience/ help desk or Call Center experience - Fluency in French and English - Strong troubleshooting skills Networking knowledge, Operating Systems and database diagnosis and repair knowledge - Knowledge of one or more of the following represents a plus: SQL Server, Web development tools (HTML), Web Server applications (MS IIS), Microsoft, Linux and Sun Operating Systems, CISCO routers and routing protocols, Data Center operations, Scripting, Knowledge of Virtual Environments

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