Customer Technical Support Engineer

(Cheshire )


Basic Function
The position is available within the Software Technology Group first line support team, providing telephone and e-mail support for:
SafeCast E-Commerce/Digital Rights Management product.
FLEXlm: Our software licensing product.
GTlicensing: our ISV license generation, distribution and tracking system.
SAMsolutions: Our range of end user license management tools.



Responsibilities




Manage triaged calls and e-mail enquiries from customers according to our support metrics.
Take calls from customers, prospects and others to resolve technical issues involving the use and integration of GTlicensing, SAM products or other products as directed.
Provide quality technical support within the timeframe specified by our support metrics.
Capable of working effectively with end users (including system administrators).
Capable of assisting FLEXlm end users and software developers.
Anticipate and assess potential software product and process improvements.
Provide 1st and 2nd line problem solving.
Derive solutions and duplicate customer scenarios as needed for our client/server products.
Alert management to potential problems with customers and/or products.
Other related duties as assigned.


Job Requirements
Minimum of one year proven experience working in a service orientated environment.
Strong customer orientation, dedication and able to derive facts quickly and accurately.
Strong communication and interpersonal skills.
Ability to manage multiple tasks in an environment where priorities may change frequently.
Enjoys problem solving and approaches them analytically, methodically and effectively.
Eagerness to learn new technologies/skills.



Education/Experience
Ideally degree educated.
In depth knowledge of Windows, at least one UNIX platform and supporting networked applications.
Experienced in supporting or developing client server software.
Experienced using CRM/call tracking or knowledge base software package.
Experienced with writing HTML/XML, UNIX scripts and/or perl scripts could be an advantage for future career progression within the teams.




Agency/Employer: The Eurolink - MV
Town or City: Cheshire
Location: United Kingdom
Sector: IT
Related Job Titles: Customer Technical Support,Customer Technical Support Engineer,Technical Support Customer Specialist
Permanent/Contract:
Experience: 0 years
Date: 27-07-2004
Salary: Not specified

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