As a Technical Support Analyst, you will typically be the first contact for some products and a backup for others during EMEA hours. Your job function will be dependent on your product knowledge of the case being worked on at that time. You will work with a team consisting of subject matter experts on areas of the products and technology. You will eventually become a subject matter expert on areas of the products and technology.
Specific Job functions for Technical Support Analysts (IZOT)
Customer relationship management.
Daily management of cases that the individual is assisting with.
Service level management.
Workload Management.
Identifying own education and training needs.
Collecting initial configuration and diagnostic information and further information and diagnostics if necessary.
Initial search of Knowledge Base and other information sources and product related documentation as needed.
Basic analysis of customer query or problem.
Daily management of cases assigned to the individual.
Reviewing cases prior to the next level of Technical Support Analysts.
Ensuring the correct severity level and priority are assigned to the customer query or problem.
Communicating workarounds and fixes to the customer.
Verifying that workarounds and fixes are acceptable to the customer and then closing the case.
Ability to work outside of normal EMEA business hours to support local and international customers will be required on occasion.
Drive to learn new technology, customer needs, product capabilities and combine those to deliver world class support.
Ambition to learn and become a subject matter expert on areas of the products and technology.
Share responsibility of on-call support outside normal business hours.