Job Title:
VMware Carbon Black Frontline Technical Support Engineer - L2
Job Description
As a Frontline TSE L2, you will provide the first level of contact for queries via phone, email and UeX. In addition, you will serve as an expert for at least one of the Carbon Black products and act as a go-to and buddy for the other Frontline TSEs L1. You will participate in training for the team and lead sessions for specific topics of focus. A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills, proven success in exceeding personal goals, a team motivator and leadership skills.
Senior Service Desk Analyst Job Duties:
- Provide exceptional customer service while responding to customers cases
- Prioritize cases according to Service Level Agreements and customer status
- First point of contact and basic troubleshooting for customer issues
- Conduct customer follow ups for existing cases
- Clearly identify, document, and find solutions for customer issues and product problems
- Escalate critical customer situations to the appropriate level of management and Tier2 support
- Participate in training to the team on various topics as coordinated by the Frontline Tech Leads (e.g. On boarding, specific product topics).
- Act as a go-to and as a buddy for Frontline TSEs L1 who need guidance on their cases and product knowledge
- Promote team processes and help implementing them with the team
- Identify areas of improvement for the team and work with the team’s tech leads and manager to achieve them
- Get mentored by TSEs to increase and deepen product knowledge
- Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase
- Participate in a variety of team projects to ensure data integrity and usefulness of the knowledgebase
- Model Carbon Black core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming
Qualifications & requirements:
- 1.5+ years of experience working with all Carbon Black products
- Deeper knowledge with at least one of the Carbon Black products
- Certification obtained on the product(s) of expertise
- Ability and motivation to work with customers independently via webex
- Excellent training and mentoring skills
- Team motivator who currently serves as an example for their team mates
- Consistently exceeds personal goal expectations
- Certification in the enterprise security space
- Good time management skills and ability to multi task
- Adaptable, professional, courteous, motivated and works well on their own or as a member of a team
- Excellent Customer Service skills and a demonstrated success exceeding customer expectations
- Strong communication (verbal and written) and customer handling skills
- Strong attention to detail and focus on producing quality work products and results
- Familiarity with analysis and debugging skill a plus
- Programming experience a plus
- BS in Computer Science or equivalent
Location:
CRI Work-at-Home
Language Requirements:
Time Type:
Full time
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