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Expert Technical Support Specialist
2 semanas atrás
As a key member of our team, you will be responsible for providing technical support and ensuring customer satisfaction with our products and services. This role focuses on establishing and maintaining strong working relationships with designated client contacts while ensuring the proper maintenance and effective utilisation of our products within enterprise environments.
">Our Technical Support Engineer will serve as the primary point of contact for ensuring customers' satisfaction with our products and services. They will be responsible for managing MSA customer requests to ensure timely and efficient issue resolution, delivering MSA premium support focused on incident resolution and product/service renewal, and ensuring compliance with contractually documented Maintenance Service Agreements.
- Manage MSA customer requests to ensure timely and efficient issue resolution;
- Deliver MSA premium support focused on incident resolution and product/service renewal to ensure customer satisfaction;
- Ensure compliance with contractually documented Maintenance Service Agreements;
- Conduct regular onsite visits for MSA Enterprise customers to maintain engagement and address issues proactively;
- Follow all documented processes to maintain organisational visibility of customer issues/requests;
- Facilitate communication between customers, product experts, and development teams to manage escalations requiring fixes or feature requests;
- Collaborate with clients to assess their IT business needs, requirements, and challenges;
- Plan, develop and test technical solutions and architectures meeting client needs;
- Analyse customer business requirements and diagnose product/system issues through end-user consultation;
- Advocate for customers regarding required fixes or feature requests;
- Provide customers with work reports and host review calls for technical/support issues;
- Deliver consultative knowledge transfer and documentation to clients;
- Update product documentation and share customer feedback/feature requests with product managers;
- Deliver Kaspersky Professional Services upon request.
Key qualifications for this role include a bachelor's degree in IT, Computer Science, or related field, 7+ years in IT (with 4+ years focused on IT security), and certifications such as MCP (Windows Server/Windows 10+) and CCNA. The ideal candidate will possess excellent time management and prioritisation skills, critical thinking, and decision-making abilities.
The recruitment process for this position typically takes approximately three weeks and includes an introductory video call, a hiring manager interview, and reference checks.
