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Customer Support Engineer Bomgar
Position Summary: This position is responsible for supporting customers as they report incidents with their Bomgar remote support solutions. This responsibility includes responding to, resolving or escalating and documenting customers incidents in a timely, efficient and professional manner while actively participating in a team environment.Responsibilities and Essential Functions:
- Complete the Sales Process by providing software, status updates and support to customers through their appliance installation and configuration stages
- Process all reported customer incidents in a timely fashion according to Service Level Agreements
- Communicate with customers via phone and email in a professional, efficient, pleasant and helpful manner
- Document and resolve customer support incidents using intelligent, qualified troubleshooting techniques, teamwork and a variety of internal resources
- Work with Product Support Engineers (Tier 2) to resolve or escalate more complex issues
- Liaise with hardware vendors on warranty repairs
- Actively participate with other Technical Support engineers in a team-oriented culture and assist other internal groups
- Continue to develop personally and professionally with internal and extra-curricular training
Experience/Education:
- College degree in Information Technology and professional experience in technical support
- Experience and knowledge in OS and IT network administration/support
- Strong troubleshooting skills and technical abilities
- Customer focused attitude and motivated to help
Work Skills
- Detail oriented but able to execute efficiently and follow through
- Able to organize, multitask and prioritize
- Willing to work flexible hours
- Must possess knowledge of commonly-used concepts, practices, and procedures within a particular field.
- Excellent written and verbal communication skills are required.
- Must be able to work within a team environment including remote team members
- Professional demeanor.
| Location: | 578 Highland Colony Parkway Paragon Centre, Suite 300 Ridgeland, MS 39157 United States |
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Bomgar
Bomgar is a solution for virtualizing support staff. We help you overcome access barriers and replace ineffective support methods through support virtualization.Investors: G-51 Capital
All Jobs: at Bomgar
| Web Site: | www.bomgar.com |
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| Headquarters: | 578 Highland Colony Parkway Paragon Centre, Suite 300 Ridgeland, MS 39157 United States |
| 2003 | |
| Industry: | Software |
| Bomgar's mission is to change the way work is done. We work to free the tech support community from the restraints of access barriers and geography, and from the inefficiency of traditional phone-based and on-site support. How do we do this Through support virtualization. Support virtualization makes support more responsive, efficient and secure by removing the geographical and technological barriers between customers and those supporting them. Virtualizing support with Bomgar helps your company respond faster, distribute specialists more evenly, increase the productivity of current staff, and resolve incidents more cost-effectively. With Bomgar, support becomes a shared virtual resource. |
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