New job Technical Support Engineer (Spanish and Italian), Cork,Ireland

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Group: JOBS 2.0: Job Search Career Networking Staffing. Post Resume -Get Paid by Employers at Resumark .com Subject: Technical Support Engineer (Spanish and Italian), Cork,Ireland Radomir Sevillano Borkowski posted a job: Technical Support Engineer (Spanish and Italian), Cork,Ireland "Summary/Overall Purpose of Role: In this role the Support Engineer will be responsible for providing technical assistance on all company range of product installed and/or configured on any supported Windows platforms. This position may also include provision of support on malware related issues. In addition to the direct support to customers/resellers, the Support Engineer will also handle escalated issues via our preferred partners, distributors as well as internal escalation. The objective will be to deliver Technical Support with the aim of driving high Customer Satisfaction levels. The Support Engineer will provide end to end management of all handled cases Where the primary role of the Support Engineer is to handle Preferred partners/Distributors and customer/resellers Technical queries, this role will also involve various tasks aiming at enhancing the internal support organization, partner support and product portfolio. Duties & Responsibilities: First point of contact providing phone based support to customers and resellers First point of contact providing Email/Online based Support to partners and distributors Ensure phone availibility during allocated times by Management Manage respective individual and team queues with view to adhering to all service level objectives Log and process support calls, if necessary escalate to Core support engineers. Provide first and second level of troubleshooting to our direct customer base Provide second level to our preferred partners and distributors in case of warm transfer from the Helpdesk Initiate Outbound calls to all customers/resellers/preferred partners and Distributors based on guidelines Provision of detailed and accurate guidance on the use of company products to supported customer base. Interact with other members of the team to provide solutions to minor technical issues. To bring any unusual customer problems or incidents to the attention of management and Customer Care where appropriate Provision of detailed and accurate guidance on the use of company products to supported customer base. Interact with other members of the team to provide solutions to minor technical issues. To bring any unusual customer problems or incidents to the attention of management and Customer Care where appropriate Consult systematically the Knowledge Base Use existing solutions Create new solutions Modify existing solutions Provide input for Knowledge Base improvement/gaps as requested Product champion role TOI to team members including Technician /Senior Engineer where appropriate Beta testing/Beta customer support Lead/Participate in Support Readiness project for some of the supported products Participate in product sustainability by providing feedback to CJM/R&D Act as buddy for Induction Lab environment maintenance Interviewing/recruitment involvement Process documentation FTP maintenance and management Level of account Management for selected preferred partners/Distributors Participate in process improvement activities Qualifications/Professional Certifications: Knowledge of TCP/IP, HTTP, SMTP, FTP protocols Troubleshooting skills in multi application environments Windows administration Understanding of SLO’s Language: English, Spanish and/or Italian Experienced Required: Minimum of 3 years proven experience gained in a post sales/network administration or customer support background. Experience of working in a corporate or a distribution/channel support environment is an advantage 2 year experience where knowledge of networking and web/internet protocols was required Endpoint experience required Working experience in a Service/Support organization where customer contact was by Phone, Email, and or Web Tools Education in technical field, and or industry certifications are advantageous Please, send your CV to recruitment@jobsforeurope.org. Other positions are mentioned at jobsforeurope.org"

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