Our client is a global IT company that offers YOU the great opportunity to join their multilingual team.

Mission Statement

Customer Support is the information engine for both external and internal (including Development, Professional Services and Sales) customers using Legato products. Contributors to this engine will be responsible for driving quality information to each of their customers. Through proactive information sharing, our customers will be better able to self-service their needs, permitting us to focus on a higher level of business solutions problem solving. .

Satisfy customers by meeting or exceeding their expectations with an
attitude of ownership, accountability, and sense of urgency.

Role

Provide excellent customer satisfaction by delivering high quality customer support for the company Legato Messaging products.

Responsibilities

• Make every customer contact a reference interaction
• Assume ownership from start to finish for every assigned issue
• Represent ESG to customers in a positive and professional manner
• Communication skills that are professional, clear, and articulate (oral/written)
• Meet or exceed performance goals as outlined by Management
• Know and follow processes as outlined in the Support Process Guidelines
• Interact act with Staff Technical Support Engineers, Product Engineers and Managers to solve Customer problems
• Utilise standard tools, procedures, resources and lab research to resolve customer technical problems
• Document all case activity into the appropriate incident-tracking data base
• Populate knowledge base with support notes
• Mentor Associate Customer Support Engineers, and other team members on own product specialisations.
• Exhibit a positive attitude to customers and other employees
• Work with Manager to develop a career path for personal growth
• Continue upgrading technical, through addition of secondary products, and customer service skills
• Special projects/duties as assigned
• Participate in shift work as required
• Participate in 24 x 7 ‘on-call’ service as and when required.
• Will work to ensure that the support centre is viewed by customers as being ‘easy to do business with’.

Measurement

Productivity and efficiency will be measured using a variety of methods. These methods will include metrics derived from the incident tracking database, customer feedback, as well as peer and management team assessment.

• Case Open Rate
• Case Closure Rate
• Mean time to closure
• Case volume
• Service Level Objective Attainment
• Case quality, including linking of cases to support notes.
• Customer Survey
• Team Feedback
• Inspection Process

Education

Degree in Computer Science or equivalent experience.


Skills Required

Networking Knowledge

• Basic understanding of TCP/IP networks and subnets
• DNS and name resolution
• Operating System networking fundamentals
• Basic network hardware

Operating System Knowledge

In depth knowledge of multiple Operating Systems ordered below by importance
• Windows Server 2000, 2003
• Linux
• Basic system hardware
• Basic knowledge of scripts and scripting

Clustering Knowledge

• High Availability
• Disaster Recovery
• 2, 4, and 8 Node MSCS Basics
• Domino Cluster basics

Storage Knowledge

• External/Internal storage hardware knowledge
• SCSI and Fibre storage basics
• SAN/NAS setups and configurations
• Mirroring and Replication
• Centera / Celerra basics

Application Knowledge

• Exchange 5.5, 2000, 2003
• Active Directory
• Outlook Clients (2000, XP and 2003)
• SQL 2000
• Lotus Domino 6.x, 7.x
• Oracle 9i, 10i
• IIS 5 and 6
• Other backup software