Municipiul Braşov, B-dul MUNCII, Nr. 22 A, birou 2.1, Etaj 2
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Develop and maintain an in-depth product knowledge on ASCNeo suite related products and modules
Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
Resolve escalated issues from Tier 1 Support and document complex customer issues through Knowledge base
Ability to research problems independently and identify root cause of issues using problem solving skills
Timely, accurate, and complete responses to inquiries and fully document issues in Salesforce ticket system
Consistently and effectively communicating with management to make sure issues are escalated and resolved
Effectively communicate product issues to the customer & ASC engineering enabling timely solution while maintaining customer satisfaction
Replicating customer scenarios for configuration /environmental solutions and /or readying the issue for engineering review
Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution
Log product deficiencies in JIRA and work with engineering to pursue acceptable resolutions. Work directly with the ASC Cloud teams on infrastructure and performance related issues
Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding ASC software
Ability to provide extended hours coverage from time to time