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April

Premium Support Engineer

Micro Focus - North Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

Premium Support Engineer

Job Description

Customer Solution Center are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Responsibilities

  • Successfully resolve technical issues (software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
  • Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products and options, based on customer entitlement (warranty through mission- critical). .
  • Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
  • Ability to act as a mentor and guide other employees on Premium support portfolios.
  • Ability to articulate clearly, recommend and explain resolutions.
  • Represent the company in a face to face customer location visit.
  • Deliver Premium level support via onsite or remote format with high level customer satisfaction.
  • Capture upselling opportunities whenever applicable and follow up the defined process for submission.
  • Conduct customer-facing review meetings and trainings.

Education And Experience Required
  • First Level University degree: technical, BE or equivalent experience.
  • 10+ years experience in mainframe with 3rd level Windows/Linux experience.
  • COBOL experience is desired.
  • Customer services/support experience is desired.

Knowledge And Skills
  • Excellent verbal and written communication skills in language to be supported.
  • Advanced troubleshooting skills in a technical environment.
  • Excellent analytical and problem solving skills.
  • Advanced Software and hardware knowledge of computing, storage and peripheral devices.
  • Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
  • Advanced proficiency with case management databases and tools.
  • Superior customer service skills.
  • Phone and remote support experience. E-support experience, knowledge and resolution ability.
  • Ability to solve and document solutions for usage of other technicians and customers.
  • Ability to mentor new agents.
  • Ability train peers on solutions.
  • Ability to take full ownership for resolution with escalated customers.
  • Ability to lead technical action plans.
  • Lead or provide expertise to teams or projects.
  • Highly Developed knowledge of more complex solutions.

Job

Services

Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status