Vietinterview

Tóm tắt công việc

- Provide outstanding technical support to customers and partners via the web, email and phone
- Troubleshoot complicated technical problems with assistance from Engineering and other groups as needed
- Resolve all customer inquiries in a professional, pleasant, and timely manner
- Use sound judgment to escalate issues, as needed
- Lead and/or participate in customer status calls
- Identify and document all customer issues, feedback and enhancements requests in ticket- tracking system
- Contribute to Knowledge Base by documenting frequently asked questions, solutions and techniques
- Provide product feedback and help to drive product improvements by working closely with Product Management and Engineering
- Participate in cross-functional initiatives and other projects as needed

- Bachelor Degree required
- Strong spoken and written English skills with the ability to explain complex concepts in an understandable way
- Experience in the Enterprise Security space in one of the following areas is desired: encryption technologies, LAN/WAN/MAN security concepts, risk analysis, OS/ application security concepts, identity management, and workflow concepts preferred but not required
- Knowledge of Oracle, SQL server and DB2 databases
- Ability to interact effectively with engineers and software developers is essential
- Proven analytical and problem-solving skills
- Detail-oriented and highly organized with the ability to multi-task and methodically track all customer interactions
- Ability to succeed in a team-based as well as autonomous environment
- Strong customer service ethics, a can-do attitude and a willingness to learn
- Demonstrated strong performance in prior roles