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 and LiteSpeed 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.
Focuses to achieve support goals :
Participates in 24x7 product support for Data Protection products to include weekend on-call pager support.
Takes lead in working with team members and also assists junior support engineers on resolving customer issues and mentoring newer support engineers.
Provides timely installation, configuration, and troubleshooting assistance for normal to complex customer product cases.
Resolves customer inquiries and issues on time, professionally and with a positive attitude to achieve customer satisfaction.
Ensure support case information is updated, organized, accurate and easy to follow per SR handling guidelines.
Communicates with R&D to assist in establishing the priority for customer issues requiring their assistance, as well as driving down the demand for support by eliminating the most common reasons why customers contact support.
Contribute solutions to the knowledgebase.
Mentors newer support engineers on product knowledge, systems and procedures.
Participates as a proactive member of the Quest support team by contributing to the company as follows :
Exposure to product and team practices for 3-5 years
Strong technical knowledge on Data Protection products.
Capacity to work more independently
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.