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Senior Technical Support Specialist
2 semanas atrás
Job Description
This is an exciting opportunity to take on a challenging role as a technical support specialist, where you will be responsible for delivering high-quality support to corporate customers at the technical level.
The successful candidate will have excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment. They will also be responsible for escalating complex issues and managing relationships with key customer contacts.
Responsibilities:
- Technical Support: Provide timely and effective technical support to customers under various support contracts.
- Customer Relationship Management: Build and maintain strong working relationships with assigned accounts, ensuring their satisfaction with Kaspersky's support and products.
- Contract Renewal and Growth: Accountable for the renewal of support contracts and growth of new customers together with sales teams.
- Continuous Learning: Take initiative on technical skills development, self-learning, and obtaining relevant certifications.
- Troubleshooting and Issue Resolution: Analyze logs, traces, and dump files to diagnose product and system issues, and determine appropriate system configurations and specifications.
- Issue Escalation and Management: Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues based on Kaspersky products and technologies.
- Communication: Communicate progress on a regular basis to stakeholders in the customer/partner organizations for normal and escalated technical issues.
- Consultative Services: Understand customer business requirements to recommend improved software settings/tasks/policies, or hardware upgrades for effective operation of Kaspersky applications.
- Professional Services: Deliver Kaspersky Professional Services for Kaspersky Solutions to B2B clients (this includes but not limited to implementation, training, configuration, migration, health checks, project management).
- Knowledge Transfer: Deliver consultative-based knowledge transfer and documentation to Kaspersky's clients.
- Reporting: Monthly reporting to MSA Client and management.
- Customer Support Representative: Be the technical support representative in the home country, taking ownership for customer/partner support escalations, and drive issue resolution using established processes and procedures in a timely manner.
Required Skills and Qualifications:
- Business Acumen: A blend of technical expertise and business acumen, with key focus areas including acting as a business partner, driving customer satisfaction, retention, and growth.
- Communication Skills: English verbal communication skills at the professional level; written English communication skills at the professional level; ability to engage effectively with clients at the senior technical and middle management levels.
- Negotiation Skills: Strong interpersonal and negotiation skills.
Benefits:
The successful candidate will enjoy a competitive salary package, comprehensive benefits, and opportunities for career growth and development.
Others:
We are committed to providing a positive and inclusive work environment that supports our employees' well-being and success.
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