Georgia Employer TECH SUPPORT SOFTWARE REP in Atlanta, Georgia
Job Description As a member of the Software Technical Support team, you will provide high level remote support to external customers utilizing our products. Responsibilities include assisting external customers with front line technical questions on diagnosing, troubleshooting, repairing and debugging complex computer systems, software, or networked and/or wireless systems. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, and maintenance of product application or compatibility matters. Utilizes remote service applications to troubleshoot the most complex systems level software problems relating to Varian's product suite and recommends corrective action. Analyzes and corrects moderately complex networking problems relating to bandwidth, administration and configuration. Documents customer information and recurring technical issues to support product quality programs and product development. Assist respective product engineering groups with proposed design changes and/or test design modifications. Investigate safety problems, incidents, and customer complaints; report them to the appropriate authority or department for proper handling. Uses the proper escalation procedures, updates status, and follows through to completion of the escalated task in accordance with established company policy. Applies customer management skills, technical expertise, and available resources to meet or exceed customer needs and expectations as measured through the Net Promoter Score. Maintains detailed electronic records of service interactions, including the technical problems encountered and parts employed to correct the problem. Processes all required service documentation and electronic reports in a timely manner. Participates in the development of new servicing techniques and the maintenance/creation of service documentation Trains other field personnel Job Requirements Sound knowledge and professional experience of Relational Database Systems, Network Operations, Operating Systems, Server and Desktop Hardware, and Hardware and Application Virtualization. Citrix Certification highly desired Obtains and completes LMS training plan specific to assigned responsibility. Employer's Job# 13314BR Please visit job URL for more information about this opening and to view EOE statement.