10 years of experience on Storage (NAS and SAN).
Excellent communication Skills required.
Need to be confident and assertive.
Technical support experience is a must.
Preferred from Multinational Organisation.
Preferred if the candidate is from Pune.
Roles and responsibilities :
Demonstrate case management skills for each customer case by resolving various issues quickly and proactively involving resources as needed to the customer's satisfaction.
Respond to customer technical problems / issues related to software and / or customer configuration via email, chat, and phone.
Handle and take ownership of customer issues from beginning to resolution.
Assist customers by diagnosing problems and providing resolutions for technical and product issues.
Advise and educate customers within procedural guidelines to ensure a complete solution to their technical or product questions.
Identify and provide input on unique or recurring customer problems.
Deliver a positive customer experience according to Data Dynamic standards.
Monitor and track customer issues to ensure accurate resolution.
Review and distribute relevant customer information to cross- functional teams (Sales, Development, External Partners, etc.).
Escalate more complex customer technical issues to senior level support and / or development.
Provide on- call after hour s support one to two weeks per month, including some weekends / holidays.
Dependable attendance is a critical requirement of the job.
Technical Skills :
Server hardware knowledge
Storage hardware knowledge of NAS systems (Netapp Appliance 7.x or 8.x, EMC VNX, Isilon) preferred
Network setup / routing with mixed LAN / WAN operating system environments
DNS / WINS / DHCP / DFS
Working knowledge of Windows server environments (2008 & 2012), RedHat / CentOS, and MS SQL 2008 / 2012.
5- 8 years of recent experience in a technical support position in a technical support organization that supports a client / server software environment.
Strong verbal and written communication skills.
Engineering degree is preferred from a reputed college.