Job Description
Work with enterprise customers and assisting with post-sales installation, data connectivity, performance and analysis of data. Responsibilities include resolving complex, technical, and application-related issues which impact product performance in customer- specific environments.
Technical troubleshooting skills to identify customer issue and perform root cause analysis. Provide detailed feedback to Engineering and Product Management on feature enhancements to improve supportability and product quality.
This role must ramp up quickly in knowledge software Desktop and Server Products, including licensing, activation-related installation specifications/settings, and configuration requirements for optimal product performance.
- Effectively communicate with customers via email, phone and other electronic methods to ensure client's effective use of products.
- Collaborate and consult with select server and core server clients to implement successful server launches, and to resolve highly complex technical issues associated with deployment.
- Collaborate and consult with clients to successfully integrate (installation, data connectivity, analysis and performance) the application into their business, and to resolve highly complex technical issues associated with integration.
- Apply in-depth troubleshooting and debugging skills along with knowledge of systems, databases, and applications to get to root cause of the customer's issue.
- Partner with clients and help them optimize the use software by using skill in listening and understanding the customer's request thoroughly combined with in-depth technical knowledge to assist them in the manner most appropriate.
- Utilize Knowledge Base articles as a resource to solve customer issues, researching the Knowledge Base as a step in the troubleshooting process.
- Collaborate with Technical Support, Product Management, Sustaining Engineering and Sales Consultants to resolve issues by applying excellent technical, customer service, and interpersonal skills in building solid cross-functional relationships.
- Mentor Technical Support Specialists in researching, resolving and documenting customer server issues, including bug reports, etc.
- Escalate support cases and priority issues to management as appropriate using good Judgment in when and how to escalate.
- Maintain appropriate case- and customer-related files and records.
- Prioritize customer cases and company projects effectively, communicating priorities and plans to management.