Tech Supp Spec EMEA/APAC

PURPOSE  

The Technical Support Specialist function is to a Application / Hardware Systems Specialist by:

Provide First and Second Level Customer Support services.

Must be willing to travel both domestically and internationally to resolve customer problems.

Travels up to 50%

Must be fluent in and English

JOB DESCRIPTION

ROLE AND RESPONSIBILITIES

• Reporting to the Director of Service – EMEA/APAC

• Provides both first line and second line support services

• Where required, assists the Director of Professional Services – EMEA/APAC in pre-installation planning (e.g. scheduling, site planning, training, etc.) and post-installation customer support issues

• Performs customer training on-site that is both thorough and timely.

• Provide input and feedback to Product Engineering and Software Development, as requested, to assist in the development and testing of new products and current product modifications and enhancements

• Maintains current and thorough knowledge of all ibml hardware and Software functionality.

• Provides effective, timely and competent support assistance to customers as well as IBML and third party hardware and software support personnel

• Ensure proper management and control of all company assets (tools, documentation, software, intellectual property, etc.).

• Strives to ensure that the highest possible level of customer satisfaction is maintained at all times

• Assists in the development and maintenance of accurate and complete hardware and software documentation.

• Conducts effective, thorough and organized training for customers and third party support personnel as requested.

• Meets all schedule deadlines.

• Must be able to travel both domestic and international

• Other duties and tasks assigned by Director of Services

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Desired minimum of Bachelor’s degree in business, computer sciences, management information systems  and/or 5 years equivalent work experience with delivery, integration or solution support..

• Excellent communication skills with all levels of personnel both internally and with our customers, orally and written.

• Skills in conducting training classes both at customer sites and at IBML facilities

• Skills in any foreign languages is a plus

• Knowledge of Windows operating systems.

• Knowledge of LAN technologies

• The ability to gather business requirements from customers.

• The ability to train all levels of personnel on IBML scanning platforms

• Computer languages including but not limited to Visual Basic 6.0, VB Net, Java is a plus

• Knowledge of Web development is a plus

• Knowledge of database products such as Microsoft SQL, Oracle, DB2, Informix and Sybase is a plus

ADDITIONAL NOTES