Sr. Technical Support (Software)
The technical support specialist will provide professional level technical support to B2B customers on a specific system, infrastructure and software remotely via email, phone and remote desktop access.
Preforming in depth troubleshooting and diagnosis in order to resolve complex technical issues and incidents related both to software, hardware or communication protocols.
Identifying customer needs and providing immediate assistance and step by step guidance in a professional and user-friendly manner, as well as presenting possible and creative solutions for every customer query.
Prioritizing and managing several technical issues and tasks at a time, track and report solution deliverables using appropriate tools.
Prepare for and supports new products within the technical area.
Work on customer support related projects as assigned.
Proven experience of over 3 years in Tier 2/3 technical customer support
Experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures.
Proven technical experience in PC / Software environment
Quarrying Microsoft SQL - advantage
Troubleshooting PC hardware and OS experience – advantage
Demonstrated understanding of concepts such as TCP/IP, DNS, DHCP, FIREWALL – advantage
Strong verbal and written communication skills for technical presentations, product demonstrations, answering technical questions, and customer follow-up - must
Practical Engineer or BSc in Software Engineering / Computer Engineering