Technical Support Engineer

RecruIT Kft.

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Technical Support Engineer



Our globally American based partner company who provides telecommunications and customer-service software solutions to their partners is looking for technical support engineers in the Customer Engagement Solutions Support Team. Provides high class customer support on product suites such as: Workforce Optimization – Recording, Workforce Management, Desktop and Process Analytics Voice of the Customer – Speech Analytics, Enterprise Feedback Manager.



Pozíció azonosító: B104TSE

Szükséges nyelvtudás: Angol - felsőfok, Angol - középfok

Munkavégzés helye: Budapest



Feladatok




  • Delivering a high level of customer satisfaction through prompt, professional and knowledgeable assistance, Technical Support to our Customers and Partners

  • Deliver Use the internal Incident Management System (IMS) to track Service Request activity, providing detailed updates to Customers on all service requests assigned to you.

  • Effective and efficient problem-solving skills – ability to define problems, collect data, establish facts and draw valid conclusions

  • Carry out proactive monitoring of all service requests assigned to you with appropriate action taken to expedite closure.

  • Liaise closely with the Tier 3 Development Teams to identify product defects.

  • Research and investigate Root Cause Analysis on repeat issues and escalations

  • Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues & effectively communicate solutions to customers, and liaising with Product Development to identify product defects

  • Carry out all duties in accordance to company policy and quality assurance processes

  • Contribute with new ideas and theories to assist colleagues in brainstorming sessions for support cases



Elvárások




  • Experience of working within customer technical support or within a previous customer facing role.

  • IT related degree

  • Experience supporting applications or infrastructure to enterprise customers, government agencies, IT professionals and partners

  • Fluent English knowledge both spoken and written

  • Knowledge of Windows operating systems

  • Microsoft SQL Server: Transact-SQL and SQL Administration

  • Knowledge of office software programs, e.g. Microsoft Office

  • Familiarity with debugging tools/techniques

  • Experience of troubleshooting and resolving issues in an application support role

  • Experience of supporting external customers

  • Ambitious, motivated, eager to learn and demonstrate humility and ability to add value



Előny




  • Experience of TCP/IP, DNS, LDAP, WMI, Single Sign On

  • Experience of WebLogic, or alternative application servers – Jboss, Websphere

  • Experience of virtualization – VMWare vSphere, Citrix

  • Experience of programming and debugging

  • Familiar with WebEx or equivalent

  • Familiar with Fiddler / Wire shark debug tools

  • Additional language skills desirable – French, Spanish or German



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Szakterületek

  • Elektronika / Telekommunikáció

Munkavégyés helye

    Utoljára aktualizálva : 2018-12-06 18:02:02