Responsible for providing telephone / email / chat and remote diagnostic technical support of servers, storage, switches, routers, blades, and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.
Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products.
Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance, and consulting services
Supported Product : Stat.
With Stat®, you can automate application change management and delivery, shorten cycle times, improve quality and increase communication and transparency.
Stat reduces risk and impact, building a culture of trust. With Stat, you’ll reduce migration time by up to 75 percent, from hours to just minutes.
You’ll reduce audit time by up to 90 percent and rework / break-fix tasks by up to 30 percent. You can also reduce upgrade and implementation time by months.
Support your DevOps initiatives by gaining more time to focus on code quality. Get the job done right the first time with Stat change management tools.
Skillset : Oracle PeopleSoft, Oracle E-Business.
Responds to customer technical problems / issues related to software and networking via e-mail / chat and phone.
Owns customer issues from beginning to resolution (handles in place).
Assists customers by diagnosing problems and providing resolutions for technical and service issues.
Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls / contacts.
Advises / educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
Recreates, identifies, and provides input on unique or recurring customer problems.
Remains knowledgeable of Quest’s product line, current industry products and technologies.
Focuses on delivering a positive customer experience according to Quest standards.
Monitors and tracks issues to ensure accurate resolution.
Actively involved in revenue generation activities with current Quest customers.
Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.).
Engages design engineering team as needed.
Understands and applies principles, concepts, theories, technologies, and standards of professional field.
Develops and applies specialized knowledge within own discipline.Deepens knowledge through exposure to new assignments and continuous learning.
Knowledge of related industry considerations.
Good working knowledge and demonstrated ability utilizing systems, tools, and procedures to accomplish job.
Builds deeper understanding of processes, procedures, customers, and organization.
Assists program or process development and implementation.
Coordinates activities and processes.
Problem Solving Skills
Applies research, information gathering and analytical and interpretation skills to problems of diverse scope.Develops solutions to a variety of problems of moderate complexity.
Screens, categorizes, evaluates, reconciles, reports, and resolves data integrity issues.
Interprets generally defined practices and methods.Recognizes and acts on inconsistencies in data or results and escalates unusual problems.
Identifies issues beyond stated situation.
Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions.
Regularly exercises discretion and independent judgment on business matters.
Involved with local or business specific engagement initiatives in support of broader programs
Works under general direction.
Work is guided by objectives of the area or assignment.Refers to established policies and precedents as needed.Applies discretion and independent judgment to identify when deviation from standard practice is required without prior approval.
May set project timeframes and priorities based on project objectives and ongoing assignments.
Assumes responsibility to improve service, efficiency, and quality of work.
When assigned to a customer team, actively participates on small to medium sized project teams in support of customer deliverables.
Contributes to area by ensuring quality of output.Contributes to the completion of milestones associated with specific projects or activities within own area.
Establishes working relationships with others outside area of expertise.
Applies knowledge and understanding of customer needs and other internal / external contacts
Resolves complex customer issues related to entire enterprise ecosystem.
Provides leadership and mentors team members.
Provides training and skills development to other support areas.
Recreates customer issues and researches solutions.
May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing.
May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.
Responsible for partnering with technician to obtain resolutions to complex technical issues- helps others deliver results.
Participates with leaders to determine focus areas for team’s technical improvement. (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance).
Coaches agents to their metric results through mentoring sessions.
Performs quality audits.
Maintains proficiency in emerging technologies.
Collaborates with 3rd party vendors & makes inquiries and / or requests technical assistance.
6-8 years of relevant experience or equivalent combination of education and work experience.
Experienced telephone etiquette skills.
Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction.
Works effectively and efficiently under time constraints and high stress / pressure environments.
Undergraduate degree and 2-4 years relevant experience or Graduate degree and 0-2 years relevant experience.
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.