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Technical Support Engineer English (+ German preferred)

Job Description

Technical Support Engineer – English (+ German preferred)

Provide technical support to customers and other departments within the company by telephone, email and web. Good customer care skills. Excellent team player and communicator with good diagnostic and troubleshooting skills.

 

Main Tasks:

  • Take ownership of designated issues submitted by customers.
  • Conduct research using a variety of resources, including documentation, Knowledge Base, bug database, source code, and the world wide technical and field teams via Community forums.
  • Maintain complete and accurate log of customer interactions and technical details.
  • Run customer test cases when available.
  • Communicate clearly and precisely with customers regarding technical issues setting expectations for callbacks and follow-up regarding their issues.
  • Manage difficult customers and customer expectations effectively and professionally seeking help from team members or team lead as necessary.
  • Escalate issues to management when needed.
  • Document product defects clearly in bug database. Provide Engineering with clear and complete information, when engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary.
  • Document technical information on problems and their workarounds or resolutions in online Knowledge Base.
  • Responsible for professional self development by attending formal and informal training offered within office and externally based on the development plan agreed with the manager.
  • Demonstrate willingness to increase product and procedural knowledge through self-training, work with colleagues, and experience with customer issues.
  • Communicate effectively and professionally with peers, supervisors, ancillary departments and all other external/internal customers.
  • Interact professionally and courteously with all customers and peers. Easily approachable, react calmly under stressful situations; receive constructive criticism well. Maintain confidentiality.
  • Consistently demonstrates excellent communication skills including effective listening skills.

 

Requirements:

  • BS in Computer Science, Computer Information Systems or equivalent experience.
  • Excellent verbal and written English communication skills. German would be a plus.
  • Basic analytical and troubleshooting skills specific to software related issues.
  • Strong customer service skills.
  • Ability to multitask in a fast paced environment and maintain attention to details.
  • Knowledge/experience with Windows, UNIX and Linux.
  • Knowledge/experience with databases (MS SQL, Oracle).
  • Knowledge/experience with Windows batch and Unix shell scripting.
  • Knowledge/experience with SQL, ODBC and JDBC.
  • Knowledge/experience with TCP protocol.

 

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