SDL is seeking an experienced Customer Support Engineer to join a global team supporting mission-critical enterprise software for a host of blue-chip customers. We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support to internal and external users. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of SDL Language Technologies Solutions, covering mainly server based applications.
Job Purpose:
· Provide real time response\resolution to customer support inquiries
· Interact with SDL customers via phone, e-mail and remote sessions
· Diagnose problem causes and provide solutions and best practices to customers
· Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.
· Contribute and maintain knowledge base articles in a KCS workflow
· Work closely with second line engineers to diagnose bugs and provide suitable workarounds to end users
· Test new product releases\patches and provide feedback to development
· Demonstrate to and train end users on the various software applications
Major Focus:
- Timely response to all assigned support cases
- Structured approach to problem solving
- Proactive follow-up on all assigned issues to ensure satisfactory closure
- Maintenance of support case status, including root cause, within Service Cloud
Experience Required
- 2 years experience in a technical support role supporting software applications and enterprise clients
- Proven track record in multi-tasking, working under pressure and meeting customer Service Level Agreements on an ongoing basis
- Strong written and oral interpersonal and communications skills
- Excellent investigative and debugging skills
- Demonstrated ability to learn new technology in a fast-moving environment
- Good knowledge of Windows platforms (Linux a plus, but not essential)
- Database (SQL Server,Oracle) SQL command/query experience essential.
- Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
- Strong experience of supporting systems developed within the Microsoft .NET framework, preferably using C# and Java technologies.
- Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, HTML, XML and other DTP formats such as FrameMaker and InDesign)
- Experience with ASP, XML/XSL, Active Directory, IIS, Tomcat, Java, Application Servers would be advantageous
- Knowledge of programming concepts and general ability to read code advantageous (C#, Java Script)
Education Level Required
- Technical Degree Level Qualification (Preferably in Computer Science)
- Relevant Product/System Certifications
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