• Enterprise Tech Supp Advisor (ETP700)

    Location SG-Singapore
    Job ID
    2019-4664
    Category
    Product Services
    Position Type
    Regular Full-Time
  • 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
    • 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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