Description
This position is responsible for providing Front End technical support to customers by providing solutions to most product usability and functionality questions, including performing minor recreations to deliver quality and customer satisfaction.
Role: Support Engineer/Technical support
Location: Lund, Sweden
Duration: 6 months+
Job requirement:
- Knowledge in Error Handling process(ER's ) and Change Handling process(CR's) in FIDO Tool ( Format Identification for Digital Objects )
- Quickly adapt to the various changes.
- Efficiently resolve issues during the first contact.
- Take responsibility to resolve issues from beginning to end.
- Receive and incorporate feedback on a regular basis, to improve your personal and professional development.
- Commit to being there" for our customers and share our dedication in striving to deliver world class customer service.
- Possess good teamwork skills.
Key Responsibilities
- Take ownership of technical customer requests and provides support for a product or product line using telephone and web-based solutions. Research and resolve all functionality and usability related issues; identify and direct complex or high impact issues to senior staff for resolution.
- Manage own time to appropriately to prioritize assigned workload and backlog, escalate issues to next level according to product line procedures.
- Perform troubleshooting steps to recreate minor customer issues on approved test systems.
- Understands and accurately document complex product questions; determine the appropriate process to progress the issue to resolution.
- Maintain knowledge of support policies, procedures and systems; determine appropriate actions in line with Technical Support Handbook guidelines.
- Use the appropriate call tracking and other CA technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented in FIDO bug tracking tool preferably.
- Enhance a positive customer experience by:
- Updating existing knowledge documentation and creating quality knowledge base documents.
- Promoting the use of customer self-support tools provided by CA, by demonstrating functionality and effectiveness to customers.