Essential Duties and Responsibilities
Promote and maintain a high quality, professional, service-oriented company image among internal and external customers.
Maintain and continually upgrade technical understanding of ThreatTrack Security products, as well as the technologies used within the ThreatTrack Security products.
Collaborate with Engineering, Product Management and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.
Create and deliver product or technology training to internal and external partner teams (frontline technical support reps, resellers, distributers, etc).
Build and maintain solid working relationships with partner teams (such as Engineering, Frontline Support, Product Management, etc).
Resolve critical product escalations without collaborating with other internal departments; share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles/solutions and procedures).
Maintain high levels of customer satisfaction; proactively contact customers to verify that solutiosn are successful and that customers are pleased.
Review documentation (user manuals, technical manuals, knowledgebase articles, etc) for technical accuracy and completeness.
Provide technical and customer focused feedback to Engineering about an upcoming product release, during the CTP/BETA phase of the project lifecycle.
Other duties as assigned by Management.
Advanced knowledge of Microsoft Operating Systems, Microsoft Server Technologies and Networking (TCP/IP, DNS, etc).
Excellent time/project management skills.
Strong analytical and problem solving skills.
Fast learner; ability to absorb large amounts of information at one go, and retain that information for future use.
This role requires you to consult with:
All levels of Management
All levels of Technical Support Personnel
Project Leaders/Product Managers
It is therefor important that you have the following attributes:
Strong oral, written and presentation skills: ability to communicate technical information to a less technical audience via telephone, e-mail and audio/visual presentations.
Strong customer service skills; ability to convey messages in a clear and concise manner, set expectations and follow through on issues to keep customers regularly updated, as well as quickly build a repport with ThreatTrack Security customers.
Minimum of 1 year experience in Product Support or related field is required.
Associates degree or equivalent experience, preferably in Computer Science, is required.
MCSA, MCSE, MCITP, Network+, Security+, CCNA, or related certification is desirable.