Adăugate 6 days ago

Support Specialist

LocațieCluj, Cluj-Napoca, Romania PP Adecco

Tipul Job-uluiStaff

Dată2019-04-12

CategorieCall Centre and Customer Service




Support Specialist


Role description




• Provide first level operational and technical support to customers’ technical staff, answer questions on function and usage of product, gather relevant information and determine troubleshooting and diagnostic procedures to determine & solve customer reported technical problems of varied complexity in professional and timely manner, over the life of the case.


• Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment.


• Should understand customer systems, environment, configuration, and be able to duplicate reported problems if necessary or possible, analyze problems, identify user/configuration errors, or identify defects in the product and recommend workarounds and solutions.


• Position requires working closely with customers, other Support Specialists, Development Engineers, Professional Services engineers, Product Management.


• Set customer expectations appropriately and accurately.


• Contribute to centralized problem identification and resolution database, participate in the creation and maintenance of knowledgebase.


• As a 24X7X365 organization, working on shifts, on Public Holidays, weekends, and after hours may be required.
 
Candidate profile



• Basic understanding and knowledge of the Linux operating system, Networking and SQL


• Demonstrated ability to take initiative in identifying and resolving technical problems at customer sites via telephone, email and ticketing systems.


• Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately.


• Ability to document and effectively present information and respond to questions from groups of managers and customers.


• Ability to work in a highly pressure environment.


• Committed, enthusiastic, flexible and able to maintain high levels of productivity with minimal supervision while being able to work as part of a global team.


• Customer facing experience and strong customer orientation and dedication.


• Excellent time management and organizational skills.


• Excellent written and verbal communication skills (English language).



Experience and Education




• 1+ years of combined and proven experience in one or more of the following functional areas: Level 1 Operational / Technical Support for Enterprise Software Systems.


• Familiar with Comptia A+ and ITIL concepts.


• Atlassian (Jira and Confluence) user experience is a plus.
Aplică acum adecco/job.cancel

Număr de referință AD a0W4I00000HvgLlUAJ

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