Senior Technical Support Rep (Job #6365)
Location: Owings Mills
Posted on: October 1, 2024
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Job Description:
The Senior Technical Support Representative is responsible for
assisting with the installation and configuration of products and
answering customer questions about products. Senior Technical
Support Representatives research and escalate cases that require
additional attention to reach resolution. He/she is dedicated to
helping users solve problems using solutions. The Senior Technical
Support Representative must set the example for quality customer
service among the team and demonstrate professionalism in the
handling of support cases and escalations. This role requires
frequent interaction with the product engineering and sales
departments. The Senior Technical Representative must be able to
learn quickly, stay current, and establish and maintain strong
relationships throughout the customer lifecycle.
Duties and Responsibilities:
• Take ownership of customer issues, see problems through to
resolution and provide enterprise level technical support to
customers via phone, email and other support channels as
required
• Support customers during installation, configuration and tuning
of their environments
• Present and articulate technical concepts through demos and
successful installation of products
• Research, diagnose, troubleshoot and identify solutions to
resolve customer issues related to application use, design and
configuration
• Provide prompt and accurate feedback to customers
• Effectively communicate complex technical issues to a broad range
of customers, as well as departments within the company, such as
product engineering, product management and sales
• Document and record all activity and communication according to
departmental standards
• Participate in regular support team meetings
Skills and Specifications:
• Exceptional troubleshooting and customer handling skills
• Extensive knowledge of all Windows platforms
• Experience maintaining and configuring Citrix environments
• Citrix, Microsoft, and VMware certifications a plus
• Excellent written and oral communication skills
• Exceptional organizational, prioritization and time management
skills
• High technical aptitude for assimilating technical concepts and
new technology
• Resourceful team player with strong interpersonal skills
• Ability to work flexible hours, which may include early morning
hours, late night hours or weekend hours
Experience:
• Bachelor?s degree in Computer Science or related field
• Minimum of 5 years experience in a technical support role
• System Administration/Support experience in Windows and Mac
environments
Keywords: , Potomac , Senior Technical Support Rep (Job #6365), IT / Software / Systems , Owings Mills, Maryland
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