Customer Success Engineer

Job Responsibilities:

• Follow established guidelines or checklists to answer routine customer requests and suggest or promote alternative products or services;

• Refer customers to published materials and secondary sources (i.e. support portal, forum) so that customer enquiries are answered accurately and promptly;

• Follow established internal procedures, regulations and quality standards in order to provide high quality technical support and assistance regarding Company's products and services to partners’ engineers or B2B customers;

• Professionally communicate with customers and partners in local and in English language to quickly respond to their calls, web cases, e-mail and provide prompt resolution to ensure customer satisfaction;

• Perform registration, classification and prioritization of phone and self-service requests through given systems;

• Manage customer inquiries, troubleshoot customer issues and using appropriate reference materials and internal knowledge documents, research what may be the root cause of a problem;

• Escalate requests to higher support level groups according to the internal procedures;

• Promptly notify line management of exceptional technical issues.

Job Requirements:

Required technical skills:

Basic knowledge in:

• MS SharePoint;

• MS Teams;

• MS Exchange;

• MS SQL;

• Microsoft OS (Server 2008+ and Windows 7+) at a system administration level;

• Corporate networking infrastructures, including DNS, group policy, and AD structure etc.;

• Troubleshooting skills including the ability to analyze logs, traces, and dump files;

• Web and Messaging Systems;

• Virtualization environments (VMware, Hyper-V, Citrix);

• Security solutions (Firewalls/authentication/encryption/AV MS, etc.);

• Experience with ticket systems as a plus.

Education:

• Higher education in Information Technology, Information Systems or Computer Science field and/or industry certifications or similar/equivalent;

• CompTIA A+ or equivalent;

• CompTIA N+ or equivalent;

• CompTIA Server+ or equivalent;

• MCP: Windows Server and Windows Client Systems.

Required personal characteristics:

• Customer and service oriented thinking

• Must be ready to improve own knowledge

• Ready to do the extra mile for customers and partners

• Ability to explain complex ideas in simple terms

• Conflict resolution skills

• Languages: Written and verbal Farsi and English

Application process:
• HR interview

• Test assignment

• Meeting with Hiring Manager

• Interview with head of Customer Support

• Final meeting (optional)

• Offer stage & Reference check