Enterprise Technical Support Advisor

Technical Support Advisor

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Since 1987, we have been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers' journey.

If you are passionate about delivering a world class standard of technical support to our customers, this role is for you! As a Quest engineer you will provide both proactive and reactive support which is unique in this business. Do you have stellar customer service skills? Do you love to solve complex technical problems? If so, join our award winning Technical Support team and work directly with your global colleagues, Product managers and R&D. As an Enterprise Technical Support Engineer, you will become a one-stop-shop for our customers working with our product lines. In Quest, our people are the most critical component for our long term success which is why we have created an extensive benefits package for you.

As a Technical Support Advisor, you will be responsible for providing technical support across Quest Information Management - SharePlex product suite via phone, web, remote support sessions & emails in a fast-paced environment.

Stellar customer service and handling skills and the ability to interface, collaborate, prioritize customer issues with development, and effectively communicate solutions to customers are crucial to the role.

Responsibilities

-Act as a customer advocate - maintains and represents as a cordial Quest Support technician

-Owns incoming technical issues from customers, assists by diagnosing the problems and providing resolutions for technical and service issues via email, Remote Support Session, chat, or phone.

-Daily, maintain a personal queue of ongoing customer issues until resolution and interface with other Quest resources to bring escalated issues to resolution

-Document all customer case details in our CRM call tracking application

-Be proactive in creating & publishing KB articles as part of solving issues in a customer-focused Knowledge Centered Support (KCS) environment

-Contribute new ideas and theories to assist colleagues in brainstorming sessions for support issues, even by developing and attending training for self-improvement to assist and share knowledge with the team

-Troubleshoot customers' issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, and effectively communicate solutions to customers

-Remains knowledgeable of Quest product and current industry products and technologies

-Have the capability of providing after-hours support and weekend support, if required.

Support Skills that you will bring:

Customer Service Focus

-Experience in a similar customer service work environment

-Must be independent, self-motivated, a team player, and have a people-oriented personality

-Delivery of excellent customer service

Analytical & Problem-Solving Skills

-Ability to gather relevant information and data to effectively troubleshoot and diagnose issues to propose resolutions to technical issues.

-Proactively anticipate and prevent potential customer issues

Communication skills

-Strong written and oral communication skills

Adaptability

-Ability to work in fast-paced, dynamic environment

-Ability to be professional and have timely management of personal workload covering multiple problems

Qualifications

• 5
• Linux/Windows/UNIX
• Microsoft SQL Server

Preferences

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

We're not the company that makes big promises. We're the company that fulfills them.

We're Quest: Where Next Meets Now.

Why work with us!

• Life at Quest means collaborating with dedicated professionals with a passion for technology.
• When we see something that could be improved, we get to work inventing the solution.
• Our people demonstrate our winning culture through positive and meaningful relationship.
• We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
• Our team members' health and wellness is our priority as well as rewarding them for their hard work.

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.