Field Technical Spt Rep II

Job description

·  Job Description:

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Responsibilities:

·  Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
·  Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures.
·  Provide software service, post- sales or service delivery support for local accounts on standard systems.
·  Respond to service, product, technical, and Customer- relations questions .

Education and Experience Required:
Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with no or less than 1 year relevant working experience.

Knowledge and Skills:

·  Thorough knowledge of organization and policies.
·  Comprehensive business, technical, or functional knowledge, as well as basic project management skills and communication and analytical problem-solving skills.
·  Ability to build and maintain ongoing relationships with customers, peers and support partners.
·  Ability to perform while under high-pressure situations.