Support Engineer

Náplň práce, pravomoci a zodpovědnosti

• Taking ownership of technical customer requests and provide support for a product or solution using telephone, email, communities or chat
• Independently applying acquired technical knowledge and open-ended problem solving methodology to assess increasingly complex problems, analyze root causes, and advise customers on solutions
• Performing troubleshooting by recreating a customer scenario
• Understanding and accurately documenting product questions (in-depth analysis
• Identifying complex or high impact issues
• Proactively enable customer self-service
• Contributing and updating content in the knowledge base, external forums and user communities in order to enable customers to self-serve
• Educating the customer on how to leverage self-service
• Effective time management
• Maintain knowledge of Support policies, procedures, tools and systems; including Engineer Handbook guidelines


Job-Specific Authority and Scope:
• Generally working without consulting their manager.
• Independent decisions are made daily - Working with the customer and CA resources to meet customer objectives, determining priorities of customer issues, recommending solutions to customers
• Ussually - NO direct reports, NO total staff
• Typically has a global geographic focus and does not manage a budget

Jiné výhody

• Possibility to work in an international company
• Rich benefits system
• Working in a modern environment
• Place of work: Bratislava

Minimální požadované vzdělání: Secondary with school-leaving examination

Znalosti

• Language skills
  • English - Upper intermediate (B2)

Osobnostní předpoklady a dovednosti
• Preffered Education - Bachelor's Degree or global equivalent in Computer Science or related discipline
• Communication English knowledge
• 2 or more years of related professional experience
• Must be proficient with the CA product or solution that they will be supporting, in the case of a new hire or product reassignment, the Support Engineer will be expected to make use of their previous experience (CA products or external experience) to establish Support Engineer level proficiency.
• Proficient customer service skills.
• Excellent communication skills; written, verbal and social media.
• Ability to perform troubleshooting and apply analytical skills in complex environments.
• Possessing good teamwork skills.
• An ability to handle and resolve high pressure situations.
• Preferred - Appropriate certifications such as 100 level (or equivalent) knowledge of a CA product, or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix,SMP/E, CNE, etc.)

Práce v oboru: IT, Zákaznická podpora

Lokality: