Associate Support Engineer
Associate Support Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Provide expert technical support for the companys worldwide enterprise customers and partners. Maintaining the highest level of expertise throughout all company products including integration of CyberArk products with 3rd party enterprise systems. Perform advanced analysis troubleshooting problem isolation of customers and partners issues and requests. Sustaining a high level of customer relations whilst managing multiple cases simultaneously. You will be joining a team of highly skilled technical specialists providing our global customers and partners with a 24/7 support service.
Responsibilities
As an Associate Support Engineer at CyberArk your key duties and responsibilities will include:
- Troubleshoot and resolve complex critical and sensitive support issues both over the phone electronically and occasionally over remote sessions.
- Collaborate efficiently with your Support colleagues both in region and globally.
- Escalate critical issues and roadblocks to the various available internal escalation paths.
- Transition product issues to Engineering and product enhancements to Product Management tracking status to the customer regularly.
- Reproduce customer issues and if needed document solutions to known/common issues.
- Learning and accumulating knowledge on new technologies and act as a multiplier.
- Availability to be on call after hours and on weekends on occasion.
- Diagnose and troubleshoot technical issues through documented procedures
- Responsible for the monitoring of incoming Calls/Emails and handle customer requests within the prescribed SLA
- Able to work in a competitive environment and meet the KPIs (Productivity CSAT TTCIRFRKM etc.)
- Compliant with Support Quality and Audit Policies processes and procedures regarding Case handling installations escalations etc.
- Acting as a customer advocate prioritizing and managing assigned cases and escalations in queue with little.
- To keep customers up to date with progress manage expectations and to liaise with team members and management in an appropriate manner
- Able to multitask switch between tasks quickly; handle calls emails etc.
- Take ownership and control of an issue and ask supervisor or SME assistance as needed to continuously improve the support service and maintain a high level of customer satisfaction
- Manage all assigned tasks and solve problems in a timely manner
- Engaging with the cross functional teams like enablement escalations operations and R&D to build drive and improve tools and processes for quicker issue resolution.
#LIZL1
Qualifications :
- Any degree in I.T Technology CyberSecurity
- Knowledge of troubleshooting tools and technologies
- Strong written and verbal communication skills
- Excellent customer service skills that build high level of customer satisfaction
- Ability to multitask and react to shifting priorities and balance department responsibilities.
- Demonstrate logical thinking creative problemsolving approach and strong analytical skill.
- Knowledge of Windows OS and proficiency in Linux/*Nix OS
- Applicable technical and troubleshooting skills.
- Capable of understanding the technical aspects of a complex system
- Strong ability to troubleshoot issues and provide resolution
- Ability and desire to learn and work independently as well as in a team
- Ability to manage time well and meet multiple deadlines in a sometimes hectic environment
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
