Customer Support Engineer – Level 3 / 4
Pentalog
Cluj-Napoca
6 zile în urmă

When it comes to developing great software, we put passion in all our project. If you feel the same when it comes to your work, we invite you to be part of our team, having the role of Customer Support Engineer, 3rd or 4th level.

Your role in team :

The primary responsibility of a Tier III CSE is to be the frontline technical for various clients. CSEs must be able to quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns.

Typical Duties :

  • Maintain written and verbal communication with customers;
  • Diagnose and solves technical issues at 3rd and 4th level. Escalates to development when needed;
  • Provides technical assistance and remote troubleshooting support as part of a global 24-7 support organization;
  • Responsible for activities taking place on customer sites (abroad) upgrades, installations;
  • Develops and requests new Support Tools to drive efficiency in resolving support cases;
  • Understands customers business needs, help the customers in building company’s solutions;
  • Managing release of software versions;
  • In depth incident investigation and troubleshooting.
  • Requirements :

  • Relevant technical education (electronics / computers technician / engineer);
  • At least 3 years of experience in high tech customer support;
  • Knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools such as trace route, ping, and dig an advantage;
  • Knowledge and experience with SQL DB SQL queries;
  • Office application obligatory;
  • Experience in high tech customer support;
  • Experience in on-job support at customer sites;
  • QA background;
  • CRM experience;
  • Experience with ITIL standards advantage;
  • Experience in the retail industry advantage;
  • Familiarity with Software life cycle;
  • Non-technical requirements :

  • Superior and innovative problem-solving skills;
  • Initiative and the ability to detect both the advantages and the limits of a solution;
  • Good communication skills;
  • The ability to work both in a team and as an individual;
  • Extrovert, self-motivated and flexible;
  • Advanced English knowledge.
  • Benefits :

  • Possibilities of promotion and development of a career plan;
  • Integration in a dynamic, multicultural working environment;
  • Involvement in international projects;
  • Meal tickets;
  • Health insurance.
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