Sr. Technical Support Engineer L3

Osobní představení

With a master's degree in management and business administration, Certified, Customer Success Management and with 12+ experience’s in supporting development processes and tools, assisting worldwide customers in very demanding and complex development environments, which empowered and gives me the ability to learn new products and technologies quickly and constantly, ability to have top-notch expertise troubleshooting, communication, and customer service experience skills. Contribute to products adoption and success. Provide an individualized high level of service to worldwide customers, advising and guiding in finding the right implementation and the best practices way to use products. Investigate and solve customer issues in a timely manner to avoid business impact and escalations. Drive technical issues to resolution, conducting an in-depth technical analysis, investigation managing customer relationship all along the way, collaborate with Account representative, Sales, Software Engineering and Product management team to improve overall customer experience and make sure that service offering brings maximum value to customers. Improving the customer experience, consistently maintain communications with clients on the progression status of all open requests with prior.

Dovednosti

2nd & 3rd Level Support6 Service-level-management (SLM)10 Service Managed Consultant2 HCL BigFix3 IBM License Metric Tool information3 DX Unified Infrastructure Management monitoring solution2 CA Service Operations Insight - TechDocs - Broadcom Inc.1 Jira5 Teradata5 UNIX12 Linux (Kernel)12 Microsoft Windows12 Microsoft Azure6 ITIL6 Cloud Computing6 ServiceNow, Service Manager5