Technical Customer Support Representative Job Description Template
Our company is looking for a Technical Customer Support Representative to join our team.
Responsibilities:
- Deliver superior customer service Product Support – client onboarding and product training;
- Maintaining a detailed history on the Call Management System of all issues reported to customer support;
- Answer general application questions.Identify and resolve application and service issues and any other questions that may arise;
- Contribute to and maintain customer knowledge base;
- Evaluate and reproduce customer issues at Univa or in a Cloud environment;
- Support enterprise software products to Global 1000 companies;
- Problem solving and troubleshooting with customers to resolve their queries quickly;
- Team coordination – collaborate with Sales and Product development teams;
- Product Testing – Support new feature releases in using the product as an end user;
- Provide recommendations on what troubleshooting tests would be valuable and how they can be built;
- Interact with customers to troubleshoot their problems and provide solutions;
- Simultaneously managing and troubleshooting multiple cases of both straightforward and complex issues;
- Handling substantial numbers of customer calls/emails in a timely manner and to customer satisfaction;
- Act as the customer’s advocate and represent the customer’s needs to the product team;
- Provide timely communication to the customer when driving technical issues towards closure.
Requirements:
- Knowledge of Memory, Kernel, and Filesystem and an understanding of how they work together;
- Knowledge of Cloud infrastructure and APIs for Amazon AWS, Microsoft Azure and Google Cloud;
- Linux and TCP/IP Networking expertise is a must;
- Programming experience in Shell scripting (bourne, bash, other unix shells) and Experience in Perl and C/C++ would be a nice to have;
- Knowledge of distributed systems (Grid Engine or LSF), Symphony, Docker Swarm, Mesos or Kubernetes would be a strong advantage;
- 3 to 5 years of experience as a support engineer/developer or system administrator;
- Bachelor’s degree in Computer Science, Engineering or related discipline;
- Deep hands-on experience of Linux System Administration.