Tier 3 Software Technical support specialist
Tier 3 Software Technical support specialist
01/03/2020• The technical support specialist will provide professional level technical support to B2B customers on a specific system, infrastructure and software remotely via email, phone and remote desktop access. • Preforming in depth troubleshooting and diagnosis in order to resolve complex technical issues and incidents related both to software, hardware or communication protocols. • Identifying customer’s needs and providing immediate assistance and step by step guidance in a professional and user-friendly manner, as well as presenting possible and creative solutions for every customer query. • Prioritizing and managing several technical issues and tasks at a time, track and report solution deliverables using appropriate tools. • Prepare for and supports new products within the technical area. • Work on customer support related projects as assigned.
• Experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures. • Highly proficient in verbal and written English • The ideal candidate must possess strong analytical thinking, organizing, technical judgement and problem-solving skills. • Excellent written/verbal communication and interpersonal skills are paramount, as well as a commitment to exceptional customer service and teamwork. • Must have strong verbal and written communication skills for technical presentations, product demonstrations, answering technical questions, and customer follow-up. Required experience • Proven experience of over 3 years in customer support • Experience in Tier 2/3 technical support • A high degree of technical expertise (education or work experience) • Quarrying Microsoft SQL • Troubleshooting PC hardware and OS experience – advantage • Demonstrated understanding of concepts such as TCP/IP, DNS, DHCP, FIREWALL • Experience in B2B customer support – advantage
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