Customer Solution Center-Techn

Customer Solution Center-Techn

Job Description:

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Responsibilities:

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
• Review and may resolve complex business issues.
• Excellent communication skills. Add case resolution to KMS.
• Understand and utilize Information Technology Information Libraries (ITIL).
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partners frequently with the Sales Pursuit team.

Education and Experience Required:

• A Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or equivalent work experience.
• Knowledge level at least on LPI 2 level or equivalent, preferably certified.
• Experience of working within a Technical support/Linux Services environment, which should include some experience in technical leadership and 2nd line support role.
• A number of years of experience in a senior technical support role, or as a senior system administrator for Linux OS, preferably SUSE or Red Hat.
• Experienced in providing a timely and accurate response and resolution to customer issues over the phone or electronically.
• Experience in working efficiently in a dynamic and collaborative environment with a team of highly skilled and motivated engineers.
• All candidates should be fluent in English (written and verbal) with additional Asian language skills highly desirable, particularly Korean

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.
• Excellent analytical and problem solving skills.
• Software and hardware knowledge of computing, storage and peripheral devices.
• A core ethos of doing whatever is necessary to keep the customer happy.
• A strong sense of responsibility, self-motivation and the ability to prioritize and organize multiple, simultaneous workloads.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Ability to appropriately handle tense and stressful customer situations regarding service outages and production affecting issues.
• Ability to assess the customer situation and select the best go-forward-path indipendently. 
• Ability to produce high-quality technical documentation.

Job:

Services

SUSE, the world’s largest independent open source software company, powers digital transformation with true open source technologies for the enterprise that simplify, modernize and accelerate traditional, cloud and edge solutions. SUSE collaborates with partners, communities and customers to deliver and support solutions that enable mission-critical business outcomes. SUSE’s container and cloud platforms, software-defined infrastructure, and artificial intelligence and edge computing solutions allow customers to create, deploy and manage workloads anywhere – on premises, hybrid and multi-cloud. For more information, visit www.suse.com.