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Languages Required :- Fluency in German or Spanish as well as English
The Technical Engineer provides for most customers their first, and in many cases, only experience of Technical Support and the therefore plays a large part in ensuring a satisfactory support experience for the customer. The role includes interaction with customers on a daily basis, including the opportunity to boost customer confidence through the expert handling of critical technical concerns. Work is centred on solving issues in an efficient and professional manner using exemplary customer service skills coupled with strong technical abilities.
Essential Duties and Responsibilities:
•Respond to customer queries by phone and email, and provide troubleshooting steps to resolve these issues.
•Reproduce customer environments using VMWare software, and run tests to replicate and solve customer issues.
•Access customer systems remotely using Webex to diagnose issues.
•Work with the Escalation Manager and Team Resource to escalate issues to Research and Development as needed by using the ClearQuest system.
•Provide exemplary customer service in all dealings with customers, both internal and external.
•Increase our customer’s ability to solve their issues without assistance by writing Knowledge Base articles and White Papers for publication on the public Crystal Decisions website.
•Assist colleagues from other teams and departments with technical issues.
•Commit to training a minimum of 2 days per month on a variety of technical and non-technical subjects.
•Assisting the Team Leader in training new members of the team, and acting as a mentor when needed.
•Working on projects as assigned by the Team Leader such as the Answers by Email Experts project, or the Queue Experts project.
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