About this role
PURPOSE
The Technical Support Specialist function is to a Application / Hardware Systems Specialist by:
Provide First and Second Level Customer Support services.
Must be willing to travel both domestically and internationally to resolve customer problems.
Travels up to 50%
Must be fluent in and English
JOB DESCRIPTION
ROLE AND RESPONSIBILITIES
- Reporting to the Director of Service – EMEA/APAC
- Provides both first line and second line support services
- Where required, assists the Director of Professional Services – EMEA/APAC in pre-installation planning (e.g. scheduling, site planning, training, etc.) and post-installation customer support issues
- Performs customer training on-site that is both thorough and timely.
- Provide input and feedback to Product Engineering and Software Development, as requested, to assist in the development and testing of new products and current product modifications and enhancements
- Maintains current and thorough knowledge of all ibml hardware and Software functionality.
- Provides effective, timely and competent support assistance to customers as well as IBML and third party hardware and software support personnel
- Ensure proper management and control of all company assets (tools, documentation, software, intellectual property, etc.).
- Strives to ensure that the highest possible level of customer satisfaction is maintained at all times
- Assists in the development and maintenance of accurate and complete hardware and software documentation.
- Conducts effective, thorough and organized training for customers and third party support personnel as requested.
- Meets all schedule deadlines.
- Must be able to travel both domestic and international
- Other duties and tasks assigned by Director of Services
PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Desired minimum of Bachelor’s degree in business, computer sciences, management information systems and/or 5 years equivalent work experience with delivery, integration or solution support..
- Excellent communication skills with all levels of personnel both internally and with our customers, orally and written.
- Skills in conducting training classes both at customer sites and at IBML facilities
- Skills in any foreign languages is a plus
- Knowledge of Windows operating systems.
- Knowledge of LAN technologies
- The ability to gather business requirements from customers.
- The ability to train all levels of personnel on IBML scanning platforms
- Computer languages including but not limited to Visual Basic 6.0, VB Net, Java is a plus
- Knowledge of Web development is a plus
- Knowledge of database products such as Microsoft SQL, Oracle, DB2, Informix and Sybase is a plus
ADDITIONAL NOTES