Onsite Support Consultant
Full Job Posting
- Act as the primary point of contact by providing technical support to enterprise customers while being stationed at the customer location.
- Handle real-time email or voice call queries and respond in a timely manner.
- Advocate for the customer by ensuring their concerns and issues are addressed effectively.
- Achieve a strong understanding of Seclore products and develop expertise in their functionality.
- Apply knowledge, experience, and analytical skills to diagnose and resolve issues in unique and complex customer environments.
- Strive to provide resolutions on the first interaction with the customer.
- Manage multiple cases simultaneously, addressing varying degrees of severity.
- Effectively communicate procedural and technical issues to internal teams, customers, and stakeholders.
- Prioritize and manage the schedule of cases, determine their priority level, and set expectations with customers.
- Assess the need to escalate cases to the appropriate resources for handling complex issues or situations.
- Engage with internal teams to prioritize and address customer requests efficiently.
- Conduct research on operating systems, infrastructure technologies, and Seclore products as required.
- Participate in new product releases, ensuring that all necessary training and information requirements are met to provide support for the new release.
- Engage in ongoing training, self-learning, and functional/organizational development.
- Create and update documentation and support knowledge bases to reduce troubleshooting time and drive faster resolutions.
- Collaborate with internal and customer teams with diverse expertise to enhance the overall support experience.
About Seclore
Provides data-centric security software for enterprise information protection.
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