As a Tech Support Advisor, you will be responsible for providing technical support across Quest Data Protection suite of products via phone, chat, web & emails in 24x7x365 days environment. Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues with development and effectively communicate solutions to customers is crucial to the role. You will also assist customers with deployment of Data Protection solutions like AppAssure, NetVault, QoreStor and vRanger doing troubleshooting of backup, restore, replication, virtualization, performance, storage configuration and others.
-Act as a customer advocate - maintains and represents as a cordial Quest Support technician
-Participates in 24x7 product support for Data Protection products
-Owns incoming technical issues from customers, assists by diagnosing the problems and providing resolutions for technical and service issues related to AppAssure, NetVault, vRanger, QoreStor and Hardware Appliances (DR, DL) via email, WebEx, or phone.
-Recreates, identifies and provides input on unique or recurring customer problems. Uses troubleshooting techniques/tools to identify product defects or enhancement and follow the guidelines
-Maintains a personal queue of ongoing customer issues until resolution, responds to customer technical problems/issues. Interfaces with R&D teams to bring escalated issues to resolution
-Documents all customer/case details/communication in Support Case tracking system per SR handling guidelines
-Create quality knowledgebase articles from resolved issues for future use by customers and internal team members
-Identify software issues and submit them to development for resolution.
-Remains knowledgeable of Quest product and Current industry products and technologies
-Focuses on delivering a positive customer experience according to Quest Standards and Ethics
-You must be an independent, self-motivated, team player and have a people-oriented personality
-Professionalism - Act respectful to our customers, be courteous, exceed customer expectations on regular basis
-Timelines - Be Attentive to customers’ needs and concerns, Prompt response and service
-Exposure to product and team practices for 1+years
-Strong technical knowledge on Data Protection products
-Capability to analyze complex cases and be able to provide root cause analysis on a specific case
-Intermediate knowledge of the Storage, Virtual, Databases and Operating systems
-Ability to assist in the creation and maintenance of virtual labs
-Requires excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications
-Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction
-Must have Storage (SAN, NAS) and Backup Architecture experience
-Virtualization: VMware ESX and vSphere, Hyper-V
-Databases: MS SQL Server, Oracle, MySQL, Sybase, DB2 UDB
-Operating Systems: Windows, Unix (Solaris, HPUX, AIX, Linux), Mac OSX
-Windows System Administration with experience in Active Directory, Exchange & SharePoint
-Experience with SAN concepts including Fabrics, LUN provisioning, Zoning, and RAID
-Prior Technical Customer Support experience or supporting internal system users
-Degree in Computer Science or related field or relevant industry experience.
-2+ years of support background or relevant work experience in the technologies listed above
-6+ years of total experience
-Ability to read/write PowerShell, SQL Scripts, Unix Shell, Perl, Groovy, JBoss
At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.
We’re not the company that makes big promises. We’re the company that fulfills them.
We’re Quest: Where Next Meets Now.
Why work with us!
-Life at Quest means collaborating with dedicated professionals with a passion for technology.
-When we see something that could be improved, we get to work inventing the solution.
-Our people demonstrate our winning culture through positive and meaningful relationship.
-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Come join us. For more information, visit us on the web at http://www.quest.com/careers.