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IT CUSTOMER SUPPORT SPECIALIST
la Emerson in Cluj Napoca
JOB SUMMARY
- This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by Customers and/or division field personnel
- The employee will identify and escalates Severity one incidents and work to resolution Severities two, three and four
ESSENTIAL FUNCTIONS:
- Trouble shooting and resolving Customer issues initiated through the phone queue system while providing excellent customer service
- Trouble shooting Customer issues initiated through the electronic submission system while providing excellent customer service
- Provide assistance to Sales/Field Agents on technical issues relating to division product
- Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines
- Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system
- Asks for the customer's business impact and documents it in their case
- Engages peers to identify workarounds which help customers achieve functional goals
- Recognizes when a customer is likely to run into future problems and proactively shares information to help them avoid pain.
- Maintains and communicates a positive attitude toward the customer during and after interactions
- Follows through on agreed actions with team members
- Provides technical troubleshooting and resolution steps that a technical contact can understand and follow.
- Effectively narrows down issues to find the root cause.
Cerinte:
- Bachelors degree in IT Discipline
- 2 years of experience in data center trouble shooting or administration and 2 years in customer service field
- Certificates in IT filed (MCSA Microsoft Certification, Red hat Linux Certification, Solaris Certifications, Cisco CCNA or CCNP Certifications) - advantage
- Knowledge of one or more of the following is highly desirable; SQL Server, web development tools (HTML), previous help desk or Call Center experience, Web Server applications (MS IIS), Microsoft, Linux and Sun Operating Systems, CISCO routers and routing protocols, Data Center operations, Scripting, Knowledge of Virtual Environments
- Strong customer service skills
- Advanced trouble shooting skills
- Excellent verbal and written communication
- Fluent speaking, reading and writing skills in German / French and English required.
- This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by Customers and/or division field personnel
- The employee will identify and escalates Severity one incidents and work to resolution Severities two, three and four
ESSENTIAL FUNCTIONS:
- Trouble shooting and resolving Customer issues initiated through the phone queue system while providing excellent customer service
- Trouble shooting Customer issues initiated through the electronic submission system while providing excellent customer service
- Provide assistance to Sales/Field Agents on technical issues relating to division product
- Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines
- Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system
- Asks for the customer's business impact and documents it in their case
- Engages peers to identify workarounds which help customers achieve functional goals
- Recognizes when a customer is likely to run into future problems and proactively shares information to help them avoid pain.
- Maintains and communicates a positive attitude toward the customer during and after interactions
- Follows through on agreed actions with team members
- Provides technical troubleshooting and resolution steps that a technical contact can understand and follow.
- Effectively narrows down issues to find the root cause.
Cerinte:
- Bachelors degree in IT Discipline
- 2 years of experience in data center trouble shooting or administration and 2 years in customer service field
- Certificates in IT filed (MCSA Microsoft Certification, Red hat Linux Certification, Solaris Certifications, Cisco CCNA or CCNP Certifications) - advantage
- Knowledge of one or more of the following is highly desirable; SQL Server, web development tools (HTML), previous help desk or Call Center experience, Web Server applications (MS IIS), Microsoft, Linux and Sun Operating Systems, CISCO routers and routing protocols, Data Center operations, Scripting, Knowledge of Virtual Environments
- Strong customer service skills
- Advanced trouble shooting skills
- Excellent verbal and written communication
- Fluent speaking, reading and writing skills in German / French and English required.
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Absolventi vizati
Universitatea Politehnica din Bucuresti
Facultatea de Automatica si CalculatoareFacultatea de Chimie Aplicata si Stiinta Materialelor
Facultatea de Electronica, Telecomunicatii si Tehnologia Informatiei
Facultatea de Energetica
Facultatea de Ingineria si Managementul Sistemelor Tehnologice
Facultatea de Ingineria Sistemelor Biotehnice
Facultatea de Inginerie Aerospatiala
Facultatea de Inginerie cu predare in limbi straine
Facultatea de Inginerie Electrica
Facultatea de Inginerie Mecanica si Mecatronica
Facultatea de Stiinta si Ingineria Materialelor
Facultatea de Stiinte Aplicate
Facultatea de Transporturi din Bucuresti
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Publicat la 19-04-2011
Vizite : 271 ori
Vizite : 271 ori
