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The purpose of this position is to provide technical assistance and support to our customers and resellers on all Trend Micro range of products installed and/or configured on any support window’s platform. The role also handles and escalated issues via our preferred partners, distributors as well as internal escalation.
The main responsibilities of this role are as follows:
* Processing and where necessary escalating support cases to the Core Support Engineers.
* Provide first and second level of support/troubleshooting to our direct customer base.
* Provide second level support/troubleshooting to our preferred partners and distributors.
* Provide detailed and accurate guidance on the use of trend Micro products to supported customer base.
* Interact with other team members to provide solutions to minor technical issues.
* Provide suggestions to improve processes and create efficiencies of solutions within the team.
* Various project work as required.
Capacités et expérience souhaitées
* A minimum of 2- 3 years proven experience gained in a post sales/network administration or customer support background.
* A minimum of 1- 2 years experience working with networking and web/internet protocols.
* Experience in dealing with customer issues by phone/email or via web tools.
* You must have a strong aptitude in for problem solving and be technically minded.
* Strong communications skills are a necessity as you will be dealing with customer on a daily bases.
* Ability to work well under pressure and being proactive in your work.
* Strong working knowledge of TCP/IP, HTTP, SMTP, FTP protocols along with windows administration.
* Strong troubleshooting skills in multi application environments.
Education/Qualifications
* Education in a relevant technical field and/or industry certifications are advantageous.
* Fluency in English both oral and written along with fluency both oral and wwritten in one of the following languages: French/Italian/German
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