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Technical Support Engineer I, Mid Market - (18001243) at Carbonite
Salt Lake City, UT, US

The Role:

  • Respond to incoming customer support requests via phone, chat or email.
  • Provide technical and non-technical product support to EVault customers.
  • Achieve high levels of customer satisfaction.
  • Manage an open case load while being responsive to new customer inquiries.
  • Mitigate any customer confusion and frustration through effective communications.

Specific Objectives and Responsibilities:

 

Your First Six Months:
  • Three week in office training provided.
  • Received inbound requests through phone, email and chat channels, and other sources.
  • Supports, logs, categorizes, prioritizes, and tracks incidents reported by customers.
  • Implement basic, documented, processes to assist in resolution of tickets.
  • Escalate cases to senior resources and follow documented escalation procedures.
  • Other duties as assigned
Six to Twelve Months and Beyond:
  • Assist in documenting new and known issues with senior resources.
  • Collaborate with senior resources to improve processes.
  • Become a subject matter expert on a process or specific product.

Key Challenges to Overcome:

 

In order to succeed the candidate will need to demonstrate the ability to learn new processes and products as they are presented. This person would also be a self-starter. Create new knowledge base articles and assisting in updating the team is vital. The daily activities can include and change with new projects, products and the needs of the customer. A successful agent will be able to manage the various daily duties with a smile. While statistics for performance are monitored for consistency, there are many factors that go into measuring the performance of each agent.

 

Qualifications

 

What will make you successful at Carbonite:

  • A track record of good judgment and decision-making in positions with significant responsibility
  • Highly autonomous and able to independently identify high value projects and drive them to completion
  • Demonstrated leadership capability in cross-functional team environments
  • High degree of comfort with complex technical environments
  • Having and being able to articulate/defend an informed opinion on important topics
  • Exhibiting these essential competencies; Customer Focus, Results Driven, Continuous Improvement Mindset, Problem Solving and Communication.
Skills & Experience:
  • Prefer at least one year of experience in a Technical Support role.
  • Must have prior Windows or Linux Server experience.
  • Prefer at least two years’ experience supporting Microsoft Windows and/or Linux Servers.
  • Experience with Linux and UNIX in a professional environment a plus.
  • Working knowledge of a production Microsoft Exchange and SQL Server a plus.
  • Experience with Salesforce, JIRA, Microsoft Office (Outlook, Word, Excel).
  • Prior experience as a System Administrator preferred 
  • Ability to multi-task; strong analytical, prioritization, time management skills.
  • Excellent oral and written communications skills; type 25 words per minute.
  • Language skills: English required; Spanish, French or German a major plus
  • Excellent customer interaction skills; handle and diffuse challenging situations.
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