We’re always looking for smart, motivated people to join our exciting company and help us on our mission to help businesses and organizations securely store, protect and connect their data. Whether your a rising star or an experienced manager we're looking for people who want to make a difference.
"Our resellers are looking for ways to differentiate their offering to the end user and with the Transporter for Business solutions we can provide them with a technology that complements their existing vendor portfolio.” Commtech
Provide specific customer problem resolution, technical expertise, and leadership to the global technical support team with specific focus in one assigned Nexsan product line. Requires a self-directed individual who is capable of effective communication and direct interaction with customers, support team members, engineering support, sales associates and product engineering to resolve issues swiftly and professionally with a keen sense of quality and the customer experience.
This Back Line Support role includes specific responsibilities for an assigned Imation-Nexsan product line as well as a thorough understanding and expertise in the underlying Nexsan Storage products. Technical skills and experience requirements may vary depending on the assigned product line.
Assure world class customer satisfaction with delivery and quality of the overall support process from beginning to end for all Nexsan products.
Troubleshoot and resolve new complex product and system support issues.
Collaborate with Engineering Support to reproduce and resolve complex issues within the assigned specialty product family.
Produce knowledge articles to improve resolution time and reduce customer impact on known issues.
Review and approve knowledge articles created by other members of the support team.
Manage assigned customer issues using defined company processes and tools. Monitor and prioritize assigned issues regardless of case geography to assure prompt customer response and follow up.
Utilize company tools and processes to document all support activity.
Provide product specific support training and mentoring to new and existing support team members.
Set up and replicate customer configurations and issues in the lab including performance and integration. Define and document product deficiencies as discovered and work with Engineering Support and Product Engineering to develop resolutions.
Perform Technical Account Manager duties for assigned customer accounts which involves proactively working with customer(s) to prevent issues & offer guidance for the best experience
As part of a team rotation, provide solution testing support to the Solutions Marketing team. This includes working with Solutions Marketing to understand their requirements, setting up the environment, executing test suites and documenting results.
Travel (20-30% required) to customer or company sites (domestic & international) to install or troubleshoot complex systems and receive and deliver training.
Participate in after hours on call, weekend and holiday shift rotation as required.
Perform related and other duties as assigned
Experience and Qualifications:
Bachelor’s degree in Computer Science or equivalent experience.
Min. 5 years direct technical support experience supporting data storage products