Tech Support Engineer 2

Tek Experts Vietnam

Địa điểm làm việc: Hà Nội

Hết hạn: 15/04/2023

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Job Description

Overview

We're seeking a customer-oriented Technical Support Engineer Level 2 to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.

Driving exceptional outcomes with purpose-built solutions.

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

Responsibilities

The Storage Solutions team delivers technical support on a global scale for a set of IT data storage and product monitoring solutions. As a part of the Storage Solutions team, you'll be trusted with specific products or complicated cases as an individual contributor, but you'll also collaborate with engineers of all levels to share knowledge and support each other.

This role will:

Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
Mentor junior support engineers as needed or requested by management.

Qualifications

Storage Solutions is a good fit for you if:

You have experience in app/web testing or development, or system/IT administration with knowledge in Windows.
You're passionate and motivated to learn & grow.
You're honest, dedicated, and responsible.
You're proficient in both written and oral English.
You're creative, adaptable, and have strong problem-solving skills.

In this role:

2 - 3 years of technical and customer support experience are required.
Higher-level technical education is preferred.
Certifications relevant to the product are helpful.

Thông tin chung

Ngày hết hạn: 15/04/2023
Thu nhập: Thỏa thuận

Giới thiệu công ty Xem trang công ty

Tek Experts PSV cung cấp những dịch vụ IT chuyên nghiệp bao quát mọi giai đoạn trong vòng đời trải nghiệm sản phẩm CNTT của các doanh nghiệp, bao gồm Tư vấn, Khảo sát, Đánh giá, Thiết kế Giải pháp cho đến Triển khai, Tích hợp và Hỗ trợ & Đào tạo. Chúng tôi tin rằng với đội ngũ chuyên gia kỹ thuật trình độ cao và quy trình dịch vụ được tối ưu hóa, doanh nghiệp khách hàng có thể trải nghiệm và tận dụng tối đa sức mạnh của các giải pháp CNTT đã đầu tư, nhằm đẩy mạnh hiệu quả & chất lượng công việc, giảm chi phí đồng thời làm khách hàng hài lòng. Công ty đang có kế hoạch tuyển dụng mới với nhiều việc làm và đãi ngộ hấp dẫn.