Storage Engineer

1 مايو، 2023

0 6 دقيقة واحدة

What you will be doing

· Help resolve software and technical questions for the customer efficiently and effectively

· Gather the required information necessary to triage and troubleshoot issues and questions

· Manage customer expectations regarding estimated response times for issue resolution

· Resolving the issues through phone, Zoom, and email communication channels

· Meet SLAs like response and resolution times by partnering within L1, L2, L3, and Critical Case teams

· Extensively research and document customer technical issues

· Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate

· Partner with Technical Support team members on various strategic projects when needed

· Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status

· Run monitoring reports for usage, performance, and/or availability

· Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team

· Monitor customer health and application alerts

· Assist with customer upgrades

Skills

What we are looking for

Ability to empathize with the customer and convey confidence
Excellent Customer Service skills
Excellent ability to learn and articulate software-related and technical concepts
Strong active listening skills and excellent written and oral communications skills
Strong attention to detail when communicating with customers (verbal & written)
Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
1-3 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience
Good debugging skills
Willing to work in a 24×7 environment and provide weekend coverage, if needed
Ability to multitask in a fast-paced environment

Required Skills