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Senior Technical Support Rep (Job #6365)

Location: Owings Mills
Posted on: January 14, 2021

Job Description:

The Senior Technical Support Representative is responsible for assisting with the installation and configuration of products and answering customer questions about products. Senior Technical Support Representatives research and escalate cases that require additional attention to reach resolution. He/she is dedicated to helping users solve problems using solutions. The Senior Technical Support Representative must set the example for quality customer service among the team and demonstrate professionalism in the handling of support cases and escalations. This role requires frequent interaction with the product engineering and sales departments. The Senior Technical Representative must be able to learn quickly, stay current, and establish and maintain strong relationships throughout the customer lifecycle.



Duties and Responsibilities:


• Take ownership of customer issues, see problems through to resolution and provide enterprise level technical support to customers via phone, email and other support channels as required


• Support customers during installation, configuration and tuning of their environments


• Present and articulate technical concepts through demos and successful installation of products


• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration


• Provide prompt and accurate feedback to customers


• Effectively communicate complex technical issues to a broad range of customers, as well as departments within the company, such as product engineering, product management and sales


• Document and record all activity and communication according to departmental standards


• Participate in regular support team meetings



Skills and Specifications:


• Exceptional troubleshooting and customer handling skills


• Extensive knowledge of all Windows platforms


• Experience maintaining and configuring Citrix environments


• Citrix, Microsoft, and VMware certifications a plus


• Excellent written and oral communication skills


• Exceptional organizational, prioritization and time management skills


• High technical aptitude for assimilating technical concepts and new technology


• Resourceful team player with strong interpersonal skills


• Ability to work flexible hours, which may include early morning hours, late night hours or weekend hours



Experience:


• Bachelor?s degree in Computer Science or related field


• Minimum of 5 years experience in a technical support role


• System Administration/Support experience in Windows and Mac environments

Keywords: , Baltimore , Senior Technical Support Rep (Job #6365), IT / Software / Systems , Owings Mills, Maryland

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