On behalf of our multinational - American based - partner company we are searching for candidates for the following position:
Product Support Consultant
As member of the Global Customer Services team, you will be responsible for Product and Technical
Support requests, working closely with the Software Engineering Team to identify and expedite solutions for critical customer incidents.
First and Second Level trouble-shooting of customer issues (cases)
Analyse and verify customer environment and involve the internal test
centre to try and reproduce the issue
Manage critical customer situations carefully and help de-escalating by being
committed to the customer
Proper escalation of critical issues for patch review
You will work on different levels and areas of technical issues. In these areas
you will propose realistic and (regarding the company’s product design) optimal
solutions to include:
Integration with other products, to include answering questions about
the company’s abilities and limitations in addition to how a solution should or
should not be designed.
Complex technical services such as analysing server and network
performance issues, proposing hardware architectures, etc.
Solving complex product issues
Assume responsibility as a Technical Account Manager for customers who
purchase advanced support options including proactive analysis of the
customer environment, identifying hardware and network bottlenecks,
proposing training requirements and development of incident reports.
Assist Sales and Account Management in qualifying new business
opportunities such as training, onsite assistance, and extended support
Willingness to perform 24-Hour/7-Day Support to Customers if necessary
You should have advanced exposure to and good working knowledge of 3rd Party
Technologies to include but not be limited to the following areas:
Microsoft Technologies: Excellent Microsoft “know-how”.
Web-based technologies: Strong knowledge of VB, VBScript, Active Server Pages
MS SQL: Installation, configuration and troubleshooting skills, to include
understanding and working knowledge of MS SQL Security.
Oracle/Oracle Client: Installation, configuration and troubleshooting skills, to
include understanding and working knowledge of Oracle Permissions and Security,
networking, as well as performing Imports and Exports.
SQL Queries: Ability to write Advanced SQL queries
Excellent communication and customer interaction and de-escalation skills
Strong analytical and troubleshooting skills
Solid independent working philosophy with a strong capability of interaction within an
international team environment
Well organized with an attention to detail
Willingness to work with international customers remotely or onsite if necessary.
Very good verbal English skills.
Excellent documentation skills.
Experience in .NET technologies (especially C#, ASP.NET)
Understanding of Windows programming and Windows architecture
Good understanding of Web-based programming
Ability to travel internationally without limitations
Additional foreign languages (Arabic, German, Spanish, Chinese) are beneficial