Function: Technical Support
Location: Ireland, CorkApply Now Connect with LinkedIn Connect with Xing
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The Customer Support Engineer provides accurate, timely technical support to opentext Actuate Software customers developers, system administrators and other technical contacts primarily via the telephone and E-mail. The Engineer Specialist will deal with support issues that are complex in nature, carry differing priorities and must be addressed within predetermined service levels, so the Engineer Specialist must be adept at balancing multiple priorities. In addition, the Customer Support Engineer will be handling pre-sales support calls, so must have an orientation toward sales as well. The callers will expect enterprise-level support, therefore the Engineer Specialist will need to be well-versed technically, and fully understand customer service concepts. Other objectives are to contribute to the development of the automated, self-help tools; to collect and report upon information gathered from incidents; and to interface with Sales, Marketing, QA/Test and others as necessary. In addition, a Customer Support Engineer will carry out projects as assigned by the management staff, cooperate with other Customer Support Product Engineer Specialists in carrying out their day-to-day duties, and represent Open Text Actuate Software in a visibly supportive manner.