Technical Support Engineer
hace 4 días
**_Job Title:_**
Technical Support Engineer (Bilingual)
**_
Role Overview:_**
- Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution.
- You will do the remote meeting with a customer to accelerate the resolution depending on the time and situation especially direction by manager.
- Assess and understand the impact, severity and urgency of issues.
- Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions, preventing issues, looking to enhance the customer experience.
- In some cases, work alongside a customer's technical teams reviewing open issues daily and updating them on the status of their escalated cases and assist in the reproduction of issues.
- Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience.
- Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.
- Achieve outstanding results across a range of key performance indicators, including, but not limited to customer Net Promoter Score, resolution time and adherence to service level goals.
- Collaborate and communicate with all other internal relationship management groups to improve the customer experience.
- Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats.
- Aim to identify known/unknown unresolved product defects and engage Engineering with speed and precision.
- Identify and share opportunities for formal training, professional services consultations and product upsells.
- Set and manage expectations with customers, including regular and timely communications.
- Assist customers with the implementation of workarounds/solutions.
- Identify data requirements and assist with data collection.
- You will report problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
**_
Company Overview:_**:
- Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution
- You will do the remote meeting with a customer to accelerate the resolution depending on the time and situation especially direction by manager
- Assess and understand the impact, severity and urgency of issues
- Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions, preventing issues, looking to enhance the customer experience
- In some cases, work alongside a customer's technical teams reviewing open issues daily and updating them on the status of their escalated cases and assist in the reproduction of issues.
- Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience
- Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution
- Achieve outstanding results across a range of key performance indicators, including, but not limited to customer Net Promoter Score, resolution time and adherence to service level goals
- Collaborate and communicate with all other internal relationship management groups to improve the customer experience
- Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
- Aim to identify known/unknown unresolved product defects and engage Engineering with speed and precision
- Identify and share opportunities for formal training, professional services consultations and product upsells
- Set and manage expectations with customers, including regular and timely communications
- Assist customers with the implementation of workarounds/solutions
- Identify data requirements and assist with data collection
- You will report problems
EXPERIENCE/SKILL SETS REQUIRED
- Minimum of 2 years of applicable experience in a customer-supporting Information Technology environment
- Customer focused, with a pro-active and responsive approach and able to understand and define customer needs
- Excellent verbal and written communication skills
- Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience
- Strong, proven customer service skills and experience supporting customers in large/global scale environments
- Ability to multi-task, prioritize job requirements, and meet deadlines with Strong problem-solving skills
- Ability to effectively communicate status updates to various audiences, including customers, sales, management and peers
- Friendly and approachable personality with positive attitude
- Can build a solid rappor
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