Tracking Code
3570
Job Description
This is an individual contributor position that will work as a member of the EMEA (Europe, Middle East and Africa) Support team, provide second/third level technical support to customers and partners, and ultimately drive complete resolution to each service request. All customer interaction will be done via phone, email, and web and warranted by customer response time commitments established by Bluecoat Technical Support. The Customer Support Engineer will:-
Provide direct technical support to internal and external customers and partners, employing strong customer management skills.
Utilize the case management database to accurately fill out all required fields, document all case related actions, including next steps and final solution.
Document resolution in a DB technical article, if one has not yet been created.
Achieve a thorough understanding of product architecture, technical components and installation/configuration best practices.
Attend training and complete self-study to acquire, maintain, and increase knowledge as it pertains to the job's technical and soft skill requirements.
Use knowledge based tools to diagnose and resolve technical issues for customers, within predefined priority SLA timeframes
Communicate with team members and management any factors affecting support quality and service levels
Participate in all training events and activities required for the position, including proficiency testing and certification on the specialty skills required by the workgroup
Work as a team member at all levels within the Technical Support group and share knowledge related to the product and its application.
Demonstrate high level of availability in support of customer needs.
Contribute to the Knowledge Base library, within the areas of knowledge/expertise.
Use Support Incident database, Bug database and Technical Forum tools, to diagnose and resolve product technical issues for customers
Ensure detailed and consistent SR documentation in database, with regard to:
Clear and concise documentation of technical problem statement
Detailed documentation of actions taken to achieve resolution or problem escalation
Clear documentation of next steps towards resolution and time frame for achieving same
3570
Job Description
This is an individual contributor position that will work as a member of the EMEA (Europe, Middle East and Africa) Support team, provide second/third level technical support to customers and partners, and ultimately drive complete resolution to each service request. All customer interaction will be done via phone, email, and web and warranted by customer response time commitments established by Bluecoat Technical Support. The Customer Support Engineer will:-
Provide direct technical support to internal and external customers and partners, employing strong customer management skills.
Utilize the case management database to accurately fill out all required fields, document all case related actions, including next steps and final solution.
Document resolution in a DB technical article, if one has not yet been created.
Achieve a thorough understanding of product architecture, technical components and installation/configuration best practices.
Attend training and complete self-study to acquire, maintain, and increase knowledge as it pertains to the job's technical and soft skill requirements.
Use knowledge based tools to diagnose and resolve technical issues for customers, within predefined priority SLA timeframes
Communicate with team members and management any factors affecting support quality and service levels
Participate in all training events and activities required for the position, including proficiency testing and certification on the specialty skills required by the workgroup
Work as a team member at all levels within the Technical Support group and share knowledge related to the product and its application.
Demonstrate high level of availability in support of customer needs.
Contribute to the Knowledge Base library, within the areas of knowledge/expertise.
Use Support Incident database, Bug database and Technical Forum tools, to diagnose and resolve product technical issues for customers
Ensure detailed and consistent SR documentation in database, with regard to:
Clear and concise documentation of technical problem statement
Detailed documentation of actions taken to achieve resolution or problem escalation
Clear documentation of next steps towards resolution and time frame for achieving same
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