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Job Description
Technical Support Engineers can be responsible for installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems. They can work either on phone, remote or on-site.
Job responsibilities and duties :
- Evaluate and prioritize customer support cases
- Act as the primary liaison between company and customers
- Communicate and solve customers' problems via phone, email, live chat and face-to-face meetings
- Act as a consultant and offers solutions for customers' problems
- Work with all internal groups, including support, sales, engineering, product management, and consulting
- Partner with sales executives to plan, prepare and execute on strategic deals in complex sales cycles
- Support sales executives with solution selling into prospect account base
- Model the financial business case associated with each sales opportunity
- Successfully match customer pain/requirements to proposed solutions
- Create and deliver powerful presentations and demos that clearly communicate the uniqueness of the value proposition
- Manage all technical aspects of RFP / RFI responses
- Effectively communicate client needs to the R&D teams for future product enhancements
- Collect and document competitive intelligence
Job Requirements
Job requirements and qualifications
- 2-3 years of experience as a Technical Support Engineer or similar role
- BS degree in Information Technology, Computer Science or equivalent
- Good understanding of web Services, API and IP based protocols
- Good understanding of SQL Server
- Good understanding of MCSE , MCSA or equivalent
- Good understanding of CCNA or equivalent
- Technical Support Engineer in technical support
- Ability to work under pressure
- Ability to prioritize tasks based on urgency and importance
- Motivation to learn new skills and technologies
- Critical thinker and problem-solving skills
- Good time-management skills
- Great interpersonal and communication skills.
