Job Opportunities

15
Feb

Customer Support Engineer (m/w/d)

DALIM SOFTWARE is looking for a hands-on customer-oriented service representative to act as a liaison, manage customers’ projects, provide product information/trainings and resolve any emerging problems that our clients might face with accuracy and efficiency.

The target is to ensure excellent service standards and maintain high customer satisfaction.

Responsibilities

  • Act as a liaison between customers and DALIM SOFTWARE teams
    • Build sustainable relationships of trust through open and interactive communication
    • Provide accurate, valid and complete information by using the right methods/tools
    • Generate products/services sales leads
  • Manage customers’ projects
    • Identify and assess customers’ needs to achieve satisfaction
    • Install, configure and test Software Distributions
    • Develop/maintain tools (web technologies/scripting)
    • Maintain, develop and upgrade existing or staging systems (system maintenance, patch management, occasionally HW)
    • Monitor projects progresses and related requests
    • Keep records of customer interactions
  • Provide product information/trainings to users/integrators
  • Resolve any emerging problems
    • Participate in the hotline (2nd level)
    • Effectively manage large amounts of incoming calls
    • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
    • Coordinate with field support staff to minimize downtime and loss of productivity

Qualification

  • Proven customer support experience
  • Strong ability in troubleshooting
  • Technical skills
    • 3 – 5 years overall experience with Linux (RedHat or Suse preferred), Unix/Mac OS X/BSD, shell scripting, …
    • In-depth understanding of networks and system administration
    • Experience in deploying and maintaining clustered storage solutions and storage appliances
    • Up to date with virtualization and backup technologies.
    • Preferred Experience:
      • Familiarity with Mac OS X and Windows tools, and more generally Web technology
      • Understanding of Apache/Tomcat, XML, SQL Databases (PostgreSQL/ Oracle)
  • Soft Skills
    • Customer orientation and ability to adapt/respond to different types of characters
    • Strong phone contact handling skills and active listening
    • Excellent verbal and written communication and presentation skills in German and/or English, French would be a plus
    • Ability to learn and work in a team environment as well as independently
    • Ability to multi-task, prioritize, and manage time effectively
    • Ability to coordinate with local team members, integrators, clients and/or users
    • Self-starter with drive for results and attention to detail
    • Independently complete assignments within established time frames
  • Keen and flexible to travel somewhat