Client
Our client is a US Technology multinational based in south Dublin.
Role and Responsibilities:
- Proactively seek to understand customer expectations
- Answer and resolve support cases across all severity levels
- Own and track customer issues using our ticket tracking system
- Own all customer facing communications, ensuring the message is concise and
- professional
- Shares, and documents knowledge via FAQ / KB articles, which can be internal or
- customer facing
- Develops junior support engineers through training, and coaching
- Manage multiple projects/support cases simultaneously
- Champion customer issues internally, and represent the company externally
- Leads large multi participant customer calls, including hot escalations
- Normally receives little instruction on day-to-day work, general instructions on new assignments
Requirements
- Minimum 3 years of experience in customer-facing, technical support work
- Subject Matter Expert in one or more technologies
- Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
- Proven technical troubleshooting skills in a complex multi-platform-system-vendor
- environment
- Experience in supporting both hardware, and software products
- Ability to triage issues, and escalate them to appropriate engineering groups as necessary
- Advanced to expert knowledge of technologies such as operating systems (Solaris,
- LINUX, Windows, VMware), LANs & WANs, and storage area networks
- Demonstration of subject matter expertise in one or more of the following: SAN, iSCSI, FCoE, FCP, Block Protocols
The Rewards:
As a reward for your commitment to this role you will receive an excellent salary and a competitive benefits package.
Contact:
Please contact Michael Brennan at Software Placements on +353 (0)1 525 4641 or email your C.V in Word/pdf format to mbrennan@softwareplacements.ie.
MB2