Customer Support Engineer – Level 2
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.

Your role in team :

The primary responsibility of a Tier II 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 :

  • Dealing with customer calls;
  • Diagnose and solves technical issues at 2nd level. Escalates to 3rd level 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.
  • Requirements :

  • Relevant technical education (electronics / computers technician / engineer);
  • Knowledge of Windows Server operating system architecture and security;
  • 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;
  • Knowledge and experience with SQL DB SQL queries;
  • Office application;
  • Experience in high tech customer support;
  • Experience in on-job support at customer sites;
  • QA background;
  • CRM experience.
  • Non-technical requirements :

  • Independent and fast learner;
  • Strong customer facing skills;
  • Good communication and interpersonal 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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