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Careers in Client Support

Client Support

Premier Senior Technical Support Engineer (System Management)

今すぐ応募する 採用情報 ID R1906163 掲載日 May. 20, 2019

Job Description

As a Premier Senior Technical Support Engineer (System Management) you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Responsibilities:

  • Supporting our most strategic Premier Services customers
  • Focus on day to day SR resolution and proactively drive progress
  • Meeting aggressive responsiveness and resolution targets
  • Expected to be a Subject Matter Expert in at least one VMware Product within 9-12 months of completing onboarding training
  • Ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight
  • Leading on authoring Knowledge Base – high value on knowledge sharing
  • Participation in mentoring, new hire events, and delivering technical training
  • Capable of researching newly discovered issues
  • VMware troubleshooting review (log analysis/troubleshooting process)
  • Foster an enhanced relationship with CPD, Core R&D, and the Field Account teams
  • Work closely with Account Managers to provide world class customer service to the client
  • Provide formal root cause analysis on critical customer situations
  • Manage account document repository ensuring accuracy and completeness
  • Proactive Service and Relationship Development
  • Conduct weekly semimonthly or monthly meetings for case reviews to identify issue trends and opportunities for corrective actions
  • Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates
  • Provide technical assistance with support planning, upgrade and maintenance
  • Investigate opportunities to build/ maintain internal technical environments for key customers
  • Coordinate onsite visits in conjunction with TAM and TSM
  • Review customers change management process / documents for gaps against known best practices

Qualifications

  • Recommended 5+ years of industry experience
  • Strong customer advocacy and relationship building skills
  • Strong technical writing skills
  • Strong verbal communication, project management and problem solving skills
  • Account management experience and/or customer engagement responsibility is desirable
  • The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources
  • Ability to research problems and document their solutions
  • The TSE demonstrates an ability to manage time efficiently, balancing competing priorities
  • Must be able to travel (domestic & international)
  • Available for on-call, after-hour rotations, or holidays with prior notice
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  • Client Support, コーク, マンスター, アイルランド削除
  • BSCSC, コーク, マンスター, アイルランド削除