Global leader in applications, services and data infrastructure software. The company's products are used at over 60,000 organizations in 140 countries.
Deliver technical support in French and English in all areas of the company product lines to Application Partners, Direct End-Users, Distributors and employees in the EMEA region. Create and maintain knowledge base entries. Participate in new product release review and QA activities.
The primary functions of this role are:
· To deliver technical expertise in all areas of the product portfolio, to a variety of groups, including Application Partners, Direct End-Users, Distributors and employees in the EMEA region.
· To create entries for and maintain an EMEA-wide Knowledge Base.
· To participate in new product release reviews and QA activities.
· Manage customers effectively and professionally, seeking help from senior staff. Appropriately escalate issues as needed.
· Ensure customer cases are reported and logged with the maximum information relevant to the issue. Communicate effectively with customers regarding expectations for call backs and follow up of their issues. Demonstrate an increasing level of customer care skills.
· Troubleshoot and diagnose routinely encountered customer issues making use of the resources available to you, and provide valid workarounds wherever possible. Own and resolve customer issues in a timely manner for your technical areas of expertise. Demonstrate an increasing ability to troubleshoot and resolve customer issues independently, using appropriate problem solving techniques.
