Technical Support Agent assisting clients with technical issues and inquiries. Responsible for troubleshooting software, hardware, and networking problems while ensuring high customer satisfaction.
About the role
- Technical Support Engineer at Trellix providing end-to-end support for German-speaking enterprise customers. Troubleshoot issues, coordinate with engineering and manage escalations in hybrid Aylesbury/Cork role.
Responsibilities
- Report to the Manager of Technical Support and provide end-to-end case ownership
- Work with Support, Engineering and Product Management to identify and implement technical solutions
- Act as primary contact and partner with Customer Success Managers, Sales, Professional Services and Engineering
- Assess and understand impact, severity and urgency of customer issues
- Participate in escalation calls with internal and external audiences
- Achieve Customer Satisfaction scores, resolution times and adherence to service level goals
- Set and manage expectations with customers, including regular communications
- Conduct remote sessions to resolve and progress issues
- Closely work with engineering and peers to accelerate solutions and identify data requirements
- Work in a hybrid setup based in Aylesbury (UK) or Cork (Ireland)
Requirements
- 3+ years of applicable experience in a customer-supporting IT environment
- Experience in supporting customers in medium to large enterprises
- Customer-focused, patient, flexible and a desire to progress quickly
- A team player, able to build rapport and get your point across in a calm manner
- Can communicate complex issues at multiple levels, adjusting in style and content
- Strong problem-solving skills
- Achieved outstanding results in previous roles and can demonstrate success and progression
- Document customer interactions to a high standard
- Able to work well in a dynamic environment with a sizeable workload and multiple priorities
- Experience successfully managing and resolving critical issues
- Demonstrates a desire for learning and the ability to retain and build upon experience
- Cloud/AI knowledge desirable
- Fluent in English and German
Benefits
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
- Variety of social programs
- Flexible work hours
- Family-friendly benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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