Customer Support Engineer

Описание

The primary responsibility of the Customer support engineer is to manage reactive customer cases to a satisfactory resolution. The work is generally in the areas of Micro Focus software products. The engineer has the full responsibility of technical support to our customers, researches a solution through remote diagnosis, documentation and/or knowledge databases within agreed time-frames. She/he will perform suitable information gathering, analytical troubleshooting and problem research, collaborating with other engineers as necessary.

Job responsibilities:
Understand and manage criticality/severity of customer’s problems prioritizing calls accordingly.
Manage customer expectations by creating action plans and involving other resources
Maintain a fluid communication with customer during the resolution process.
Fault replication of customer problems when possible.
Provide robust and timely documentation to enable the management of the support delivery business.
Maintain high levels of technical knowledge in products assigned.
Actively participate in Software Support knowledge strategy by using the knowledge databases, generating and/or reviewing knowledge documents.
Assist our customers and partners on-site when exceptionally required by the business.

Requirements:
Fluent in written and verbal English
Additional language Spanish will be considered as an advantage
Technical troubleshooting skills
Analytical problem solving skills and troubleshooting experience
Demonstrated excellence at teamwork, collaboration and knowledge sharing
Prior experience with multiple OS such as HP-UX, Solaris, MS Windows and Linux
Networking technologies i.e. TCP/IP, DNS, IPv6, LDAP, SNMP, SMTP, Wins, DDNS
Database knowledge: Oracle, SQL

We offer exiting job including:
Competitive remuneration package
Medical insurance
4 days additional paid leave (total: 24 days)
Food vouchers
Opportunity to use free Entco parking
Life insurance

Only shortlisted candidates will be contacted.

This is to inform you that Entco Bulgaria EOOD (Entco) is registered as an administrator of personal data to the Commission for Data Protection. Some of the information that you provide voluntarily is personal information and falls under the special protection regime under the Law on Personal Data Protection. The personal data provided by you will be processed for the purposes of the selection process as well as for the realization of the legitimate interests of the data controller in respect of any future contract of employment. Entco takes the responsibility to handle, use and store your personal data, ensuring its protection in secret from the third parties. We inform you and you agree that Entco may provide your personal data to government, municipal institutions, banks, companies, corporate bodies and individuals, where such obligation exists under a special legal provision, where it is necessary for realization of your rights and legal interests as a participant in the selection process, and when it is necessary to realize the legitimate rights and interests of Entco. Entco can provide your personal information to corporate bodies and individuals who are assigned to actions and activities relating to the selection process and in respect of any future contract of employment.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:
Трудов безсрочен

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Софтуер/ Разработка и поддръжка

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, пк. 1715, район Младост, Бизнес Парк София, сграда 9

Дата:

15.01.2018

Организация:

Micro Focus
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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