TitleEnterprise Tech Supp Advisor (Shareplex)
Quest
Panama City, PA
hace 4 días

Overview

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems.

Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation.

With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.

If you are passionate about delivering a world class standard of technical support to our customers, this role is for you! As a Quest engineer you will provide both proactive and reactive support which is unique in this business.

Do you have stellar customer service skills? Do you love to solve complex technical problems? Does Cloud Computing excite you?

If so, join our award winning Technical Support team and work directly with your global colleagues, Product managers and R&D.

As an Enterprise Technical Support Engineer, you will become a one-stop-shop for our customers working with our product lines.

In Quest, our people are the most critical component for our long term success.

You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels.

The ideal candidate is one who enjoys being on cutting edge of all latest technologies. This position is very challenging with great room for growth!

As an Enterprise Tech Support Advisor you will assist in ensuring customer issues are addressed and resolved in a timely manner for internal and external customers with SharePlex, SharePlex Manager and Space Manager Products.

Communicate with other departments on technical issues related to the products. Service critical customer issues for SharePlex, SharePlex Manager and Space Manger products that are business critical and serviced 24x7 365 days.

Responsibilities

  • Provide timely troubleshooting and resolution for customer product cases.
  • Resolves customer inquiries and issues on time, professionally and with a positive attitude to achieve customer satisfaction.
  • Manages the customer relationship with respect to product issues.
  • Communicate with product specialists and development to report and investigate customer issues.
  • Proactively anticipate and prevent potential customer issues.
  • Develops, tests and documents workarounds for known product issues.
  • Contribute content to the knowledgebase articles and Social media (blogs).
  • Participates as a proactive member of Quest Technical support team by contributing to the company as follows :
  • Meets or exceeds short and long-term productivity results established by the Support Manager.
  • Takes accountability and resolves any issues preventing the achievement of timely, quality, and cost-effective results.
  • Maintains high standards of excellence and strong work ethics.
  • Participates proactively to improve the product usability and customer experience.
  • Provide guidance, leadership, technical consultation and training to less experienced team members.
  • Qualifications

  • 4+ years Oracle Database experience
  • Relational Database experience should include some knowledge of security, performance tuning, backup & recovery, and database query.
  • 4+ years of Unix or Linux OS experience
  • 2+ years of application development or support
  • Flexible and able to work multiple shifts in a 24x7 environment.
  • Excellent communication, Problem solving, strategic thinking skills and interpersonal skills.
  • Company Description

    At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints.

    From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

    We’re not the company that makes big promises. We’re the company that fulfills them.

    We’re Quest : Where Next Meets Now.

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