including Virtual Replicator HPUX or AIX
25000 - 35000
2 - 3 Years
No Minimum required
Danish or Dutch Storage Products Support Call Centre Agents . Permanent contracts in Dublin. For more information, please contact Sandrine +35316146091
The primary responsibility is to answer Customer inquiries and deliver appropriate technical solutions which leave the Customer completely satisfied. This will include:
o Resolving cases from incoming calls, electronic requests by external customers and internal contacts by using tools and troubleshooting processes effectively to clarify and analyze the customer problem with an objective to maximising first contact resolution.
o Inputting accurate customer information and problem history/resolution data in all required systems.
o Responding to service, product, technical and customer-relations questions on subjects such as features, specifications and repair on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical).
o Proactively assisting internal or external business and end users to avoid or reduce problem occurrence.
o Evaluating unique or complex installations or configurations and making recommendations for resolution.
o Analyzing and developing workarounds to difficult problems across areas of expertise.
o Performing research and testing as needed to resolve customer issues.
o Retaining ownership of each case until problem is resolved as confirmed by customer.
o Proactively identifying cases for elevation to L2/L3 and/or escalation instigating/supporting relevant correct process.
o Observing strict compliance to licensing, copyright and trademark legislation.
o Protecting confidential, sensitive information and materials.
o Accomplishing other duties as required.
o Bachelor's (undergraduate) degree or Master's (graduate) degree in a technical/scientific discipline.
o Customer oriented, enthusiastic, courteous, assertive, quality conscious and motivated to take charge of both customer engagement and problem resolution.
o Demonstrates ability to effectively communicate technical information, concepts and solutions in an effective manner in the designated support language and in English, both verbally and in writing (this includes correct usage of spelling, grammar and punctuation). NOTE: Native required support languages (minimum one required at native level, two or more languages an advantage): Danish, Dutch, French/Flemish, Finnish, Norwegian, and Swedish.
o Demonstrates ability to communicate effectively with a diverse set of customers and apply independent judgement in a wide variety of situations.
o Demonstrates ability to self-manage, be a team player (with ability to establish positive relationships with team members, internal and external customers and partners).
o Demonstrates ability to multi-tasking, flexibility and eagerness to share and acquire knowledge.
o Demonstrates excellent customer handling, understanding of customer business impact, and uses these skills to create a customer experience that results in an increased customer satisfaction and loyalty.
o Demonstrates experience in troubleshooting in a technical environment.
o Demonstrate ability to drive outstanding team morale and maintain highest ethical standards.
o Demonstrates ability to deliver market competitive performance balanced between productivity, cost and quality
Knowledge and Skills Required:
· Excellent verbal and written communication skills in language to be supported
· Experience in troubleshooting in a technical environment
· Excellent analytical and problem solving skills
· Software and hardware knowledge of computing, storage and peripheral devices
· Advanced proficiency with case management databases and tools
· Superior customer service skills
· Phone and remote support experience. E-support experience
Required support languages:
o Native knowledge of language of minimum one of the following: Danish, Dutch, French/Flemish, Finnish, Norwegian, and Swedish. Two or more of specified languages an advantage.
o Fluent verbal and written English (this includes correct usage of spelling, grammar and punctuation).
RAID technologies including SAS & SATA Win 2000 & 2003 Server
Mass Storage & Storage subsystems Win2003 Storage Server relating
Local Area Network technologies Novell Netware
ISS & Various High-Availability & Excellent knowledge of TCP/IP
Redundancy features used with ISS Servers networking protocol.
EVA Linux, Solaris, HPUX or AIX
NAS, including Virtual Replicator, Persistent
XP Disk Arrays
Tape Storage systems
Blade and Integrity Blade systems
Storage Manager & Data Copy
SAN Appliances & Remote Management
Brocade/Cisco Fiber channel Switch Technologies
Clustering Technology in a SAN Environment
Additional desirable knowledge/experience:
Ø Experience in dealing with heterogeneous SAN environments.
Ø Familiarity with 3rd party SAN / Storage products.
Ø Installation and troubleshooting of: Bios - Firmware update
Ø Insight Manager/Nimbus
Ø Secure Path
Ø VR,EVM, DRM, EVA Continuous Access, EVA Business Copy