Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.
If you are passionate about delivering a world class standard of technical support to our customers, this role is for you! As a Quest engineer you will provide both proactive and reactive support which is unique in this business. Do you have stellar customer service skills? Do you love to solve complex technical problems? If so, join our award winning Technical Support team and work directly with your global colleagues, Product managers and R&D. As an Enterprise Technical Support Engineer, you will become a one-stop-shop for our customers working with our product lines. In Quest, our people are the most critical component for our long term success which is why we have created an extensive benefits package for you.
As a Technical Support Advisor, you will be responsible for providing technical support across Quest Information Management - SharePlex product suite via phone, web, remote support sessions & emails in a fast-paced environment.
Stellar customer service and handling skills and the ability to interface, collaborate, prioritize customer issues with development, and effectively communicate solutions to customers are crucial to the role.
クエストは受賞歴のある IT ソフトウェアプロバイダーとして困難な IT 問題等を解決する幅広いソリューションを提供しております。1987 年設立以降お客様が IT 管理に費やす時間と費用を削減し、ビジネスの革新により多くの投資することができるようになります。現在 100 ヶ国に 10 万以上のお客様を抱え
る当社は、お客様やパートナー様と連携して技術革新を継続的にサポートしております。
あなたは優れたカスタマーサービススキルを持っていますか？複雑な技術的問題を解決するのが好きですか？受賞歴のあるテクニカルサポートチームに参加して、グローバルな同僚、製品マネージャー、 R＆D と直接連携してください。エンタープライズテクニカルサポートエンジニアは、当社の製品ラインを使用するお客様のワンストップショップになります。クエストでは従業員が長期的に働けることも重要な要素であるため様々な福利厚生を提供しております。
テクニカルサポートアドバイザーは、電話、ウェブ、リモートサポートセッション、メールを介して、クエスト情報管理（SharePlex 製品スイート）全体のテクニカルサポートを提供致します。優れたカスタマーサービスとコミニケション能力、開発やサポートとのコラボレーション、顧客の問題の優先順位付け等をし、顧客にソリューションを効果的にお伝えすることが非常に重要です。
-Act as a customer advocate - maintains and represents as a cordial Quest Support technician
-Owns incoming technical issues from customers, assists by diagnosing the problems and providing resolutions for technical and service issues via email, Remote Support Session, chat, or phone.
-Daily, maintain a personal queue of ongoing customer issues until resolution and interface with other Quest resources to bring escalated issues to resolution
-Document all customer case details in our CRM call tracking application
-Be proactive in creating & publishing KB articles as part of solving issues in a customer-focused Knowledge Centered Support (KCS) environment
-Contribute new ideas and theories to assist colleagues in brainstorming sessions for support issues, even by developing and attending training for self-improvement to assist and share knowledge with the team
-Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, and effectively communicate solutions to customers
-Remains knowledgeable of Quest product and Current industry products and technologies
-Have the capability of providing after-hours support and weekend support, if required.
Support Skills that you will bring:
Customer Service Focus
-Experience in a similar customer service work environment
-Must be independent, self-motivated, a team player, and have a people-oriented personality
-Delivery of excellent customer service
Analytical & Problem-Solving Skills
-Ability to gather relevant information and data to effectively troubleshoot and diagnose issues to propose resolutions to technical issues.
-Proactively anticipate and prevent potential customer issues
Communication skills
-Strong written and oral communication skills
Adaptability
-Ability to work in fast fast-paced, dynamic environment
-Ability to be professional and have timely management of personal workload covering multiple problems
Support Skills that you will bring:
Customer Service Focus
Communication skills
Adaptability
Preferences
Company Description:
At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.
We’re not the company that makes big promises. We’re the company that fulfills them.
We’re Quest: Where Next Meets Now.
Why work with us!
Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Come join us. For more information, visit us on the web at http://www.quest.com/careers.
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