Enterprise Tech Supp Advisor
Quest Software
Panama City, PA, LATAM
hace 5 días

Overview

Quest Software empowers companies of all sizes to experience by delivering scalable yet simple-to-use solutions to drive value and accelerate results.

We are uniquely positioned to address today’s most pressing business and IT challenges with holistic, connected software offerings.

We are looking for technically minded individual with strong troubleshooting skills to be part of our dynamic Toad technical support team.

Not only will you will be able to help our customers resolve technically complex issues but you will also be working closely with the Engineering, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products.

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

This position is very challenging with great room for growth!As Enterprise Technical Support Advisor, you will lead technical resolution of issues by supporting engineers and customers across the region, as well as QUEST’s global support network.

You will also provide expert consulting to management to influence strategic and operational improvements.

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 escalated product issues.
  • Communicates with development and creates the priority which development should investigate customer issues which are submitted.
  • Develops, tests and documents workarounds for known product issues.
  • Mentors newer support engineers on product knowledge, systems and procedures.
  • Contributes solutions to the knowledgebase.
  • Participates as a proactive member of the Quest Software 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
  • Requirements

  • Full English speaker
  • 4 - 6 years of relevant experience or equivalent combination of education and work experience
  • 2+ years Oracle Database experience
  • 2+ years SQL Server Database experience
  • Database experience should include some knowledge of security, performance tuning, trouble shooting, backup & recovery, and database query.
  • Flexible and able to work multiple shifts
  • Excellent analytical, problem solving, oral and written communication skills
  • Bachelor's degree in computer science (or related field) or work experience equivalent
  • Prior technical customer support (internal or external)
  • Prior database experience with : Oracle, MS SQL Server, Sybase, and / or DB2
  • An independent, self-motivated, team player with a people-oriented personality
  • Ability to work in a fast-paced environment
  • Desirable

  • Programming experience
  • Experince with TOAD or similar tool
  • Portuguese
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