Job Description

Description :

As part of Quantum Global Call Centre team members and, primarily supporting our Asia-Pacific customers based, incumbent will interface with Quantum tape library customers ranging from small businesses up to multi-national corporations in the Fortune 100 providing technical support to the customer\xe2\x80\x99s service needs.

The technical support engineer will resolve highly complex issues on a variety of technical issues, act as a liaison between customers and engineering and provide input to engineering on serviceability of Quantum products. This team member will assist internal and external customers in resolving problems, document problem solution information in our CRM call handling system, escalate product deficiencies and make enhancement solutions to the development team.

Job Role and Responsibilities:

• Responds to customer product inquiries via telephone and in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action.
• Inter-personal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Demonstrates good judgement in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
• Refines professional expertise, applies company policies and procedures to resolve variety of issues.
• Works on problems of all scope where analysis of situations or data requires a review of a variety of factors.
• Exercises judgement within defined procedures and practices to determine appropriate action. Use logic and reasoning to identify the strengths and weaknesses of alternative solutions and approaches to problems.
• Communicates information and ideas so others can understand.
• Build productive internal/external working relationships.
• Requires self-initiative and self-direction in learning activities and professional development.
• Must demonstrates ability to function in team environment and project a positive attitude.
• Will have the ability to recognize customer expectations and take all steps necessary to satisfy those requirements within the boundaries of the position to enable positive reference of Quantum by our customers.
• Will ensure use of and contribution to the organizational knowledge base.
• Mentor less experience team members.
• Participate in an on-call Rota for weekend support for customers which are eligible for help on weekends and public holidays.

Job Requirement (Include: Education, Skills & Experience):

• Degree in Computer Science or other technical oriented science like electrotechnics or machine building or equivalent educational qualifications.
• Need to be able to demonstrate problem solving skills.
• LINUX/MAC/Windows experience is a definite plus.
• Must possess very good both spoken and written English.
• Good professional telephone skills.
• Superior troubleshooting and organizational skills.
• Ability to multi-task between several critical customer situations at the same time.
• Ability to work independently, as well as contributing as a team player.
• Experience with Storage solutions are a PLUS.

Quantum Corporation