Function: Technical Support
Location: US, MD, GaithersburgApply Now Connect with LinkedIn Connect with Xing
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You are great at:
Successfully resolving software technical issues from incoming internal or external businesses and end user’s contacts and proactive notification systems.
Responding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Reviewing and may resolve complex business issues.
Excellent communication skills. Add case resolution to Knowledge Management System (KMS).
Understanding and utilizing Information Technology Information Library (ITIL).
Representing and participate on a team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Partnering frequently with the Sales Pursuit team.
Comfortable managing technical issue as well as customer business impact and ability to blend and appreciate these aspects in communication with customer
What it takes: