Technical Support Engineer
HR departmentKiev, ua 04073Update time: March 19,2020
Job Description
Tridion DX Support Engineer
Purpose of Role
The Customer Support Engineer (CSE) applies deep technical and customer support experience to deliver high-quality support services and programs that achieve excellent customer satisfaction.
The CSE builds strong credibility with customers, partners and internal stakeholders through superior customer service skills and technical know-how.
Key Responsibilities:
- Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues
- Provides real-time response\resolution to customer support inquiries for both on-premise and Cloud customers
- Interacts with customers over the phone, via e-mail, and in online support sessions, using a structured approach to problem-solving
- Independently manages and prioritizes workload to achieve deadlines and KPIs.
- Maintains support case status, including root cause, within the support case management system
- Exercises independent judgement in selecting troubleshooting methods and techniques for bringing issues to resolution
- Applies deep customer service and product skills to quickly determine the nature of the customer issue and identify an appropriate course of action. For example: user errors vs. technical issues
- Ensures continuous monitoring/follow-up of customer issues until they are resolved, collaborating with other product support engineers (SDL TMS, SDL WorldServer, SDL Language Cloud) to resolve cross-product issues
- Escalates issues and involves others where needed to achieve a successful resolution.
- Improves customer service by contributing to knowledge management resources, identifying and communicating software defects and/or enhancements to product development, and identifying new information that would be helpful to customers
Experience Required
- Proven track record in multi-tasking, working under pressure and meeting customer SLAs on an ongoing basis
- Ability to work both independently and as part of a team
- Demonstrated concern in taking action for meeting and exceeding customers’ expectations and requirements.
- Proven commitment to learning and development by proactively seeking and acting upon opportunities to grow new capabilities, experience, skills, and knowledge.
- Good knowledge of Microsoft Windows platforms (Windows Server 2012, 2016, etc.)
- Experience with SQL Server queries and commands
- Knowledge of common applications and file formats (DOCX, RTF, PPTX, XLSX, HTML, XML, etc.)
- Excellent verbal and written communication skills in English, with the ability to effectively communicate complex technical issues to technical and non-technical users
Desirable skills
- Good working knowledge of two or more of the following: DITA, Java, JavaScript, JSON, Tomcat, IIS, ADFS / SSL Certificates, XML, XSL, XSLT, XQuery, XPath, REST API, Windows Server Administration, web /network debuggers, or any other scripting or programming language.
- General Knowledge of two or more of the following: XML, Windows Server Administration, SQL Server, SQL query language, PowerShell, Networking, Web Debugger, Fiddler, Packet analyzers, or other web-related technologies
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