Successfully resolve technical issues for NonStop software from incoming internal or external businesses and end user's contacts and proactive notification systems
Respond to service, product, technical and customer-relations questions
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process
Review and may resolve complex business issues
Add case resolution to KMS
Understand and utilize ITIL
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Requirements
5 years + working knowledge on NonStop software essential
Excellent verbal and written communication skills
Experience troubleshooting in a technical environment
Excellent analytical and problem-solving skills
Advanced proficiency with case management and monitoring tools
Superior customer service skills
Phone and remote support experience
Ability to solve and document solutions for usage of other technicians and customers
Ability to lead resolution activities with escalated customers
Ability to contribute to technical action plans
Benefits
Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
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