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Enterprise Tech Supp Advisor (ETP700)

Enterprise Tech Supp Advisor (ETP700)

Job ID 
2017-2459
Location 
SG-Singapore
Category 
Product Services
Position Type 
Regular Full-Time

More information about this job

Overview

As an Enterprise Tech Support Advisor you will assist in ensuring customer issues are addressed and resolved in a timely manner for internal and external customers with our NetVault, vRanger and Rapid Recovery solutions suite. Communicate with other departments on technical issues related to the product. 

 

Responsibilities

  • Provide timely troubleshooting and resolution for customer product cases.
  • Resolves customer inquiries and issues on time, professionally and with a positive attitude to achieve customer satisfaction.
  • Manages the customer relationship with respect to product issues.
  • Communicate with product specialists and development to report and investigate customer issues.
  • Proactively anticipate and prevent potential customer issues.
  • Develops, tests and documents workarounds for known product issues. Contributes solutions to the knowledgebase.
  • Maintains high standards of excellence and strong work ethics.
  • Provide guidance, leadership, technical consultation and training to less experienced team members.

Qualifications

Education

  • University Degree in Computer Science or similar

Work Experience

  • 3-4 years relevant work experience in vendor environment

 

Essential Support Skills

  • Experience in a similar customer service work environment
  • Must be independent, self-motivated, a team player and have a people-oriented personality
  • Effective and efficient problem solving skills
  • Strong written and oral communication skills
  • Ability to work in fast paced, dynamic environment
  • Able to be professional and have timely management of personal work load covering multiple problems
  • Keep up to date with emerging technologies and current 3rd party platform versions
  • Delivery of excellent customer service

 

Preferred Technical Skills

  • Prior Technical Support experience or proven track record in system administration
  • Previous customer support experience, or previous customer facing role with good interpersonal skills (written and spoken)
  • Familiarity with debugging tools/techniques (e.g. WebEx)
  • Understanding of SAN concepts and the SAN Fabric network – e.g. LUN provisioning, Zoning
  • Ability to diagnose network and disk I/O related issues.
  • Knowledge of Enterprise Backup and Recovery software
  • Technical writing skills
  • Additional language skills are highly desirable

 

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