- Good standard of verbal and written English and a professional telephone manner
- Can convey technical information at the appropriate level for any audience
- Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers
- Additional written and spoken languages (Spanish and other European languages) an advantage but not essential
- Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems
- Good time management skills and demonstrated ability to effectively prioritize own workload
- Able to troubleshoot, debug and reproduce customer scenarios
- Logical thinker with analytical and problem solving skills
- Learns rapidly through both formal and informal training
- Required to be flexible, detail-oriented and organized with the ability to multi-task
- Works toward becoming a recognized Subject Matter Expert in one or more products or features
- Consistently applies appropriate sense of urgency and proactivity
- Recognizes the need for case re-prioritization and escalation based on customer and business impact
- Ability to create and deliver peer-level technical training
- Comfortable training fellow team members
- Independently creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenance
- Use the Salesforce call tracking system to record all case details in timely manner
- Close cases in the system in a timely manner once resolved/completed
- Meets or exceeds individual and team targets & SLAs
- Ensure CRM data are kept up to date at all times
- Makes use of diagnostic tools to analyze and resolve customer issues
- Adhere to regular shifted hours, with additional coverage flexibility as required
- Provide scheduled After Hours coverage on a rotating basis.
- Occasional travel for onsite support, business meetings, training, conferences, etc., as required
- Respects and maintains customer and partner confidentiality
- Collaborates effectively across functions and departments
- Other duties as assigned and required
Qualifications
- Minimum of 5+ years experience providing customer service/support (application or technical ideally)
- Technical degree or equivalent experience
- Prior knowledge with SQL database and Linux OS
- Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
- Understanding of user authentication concepts and administration Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
- Understanding/experience of Application and Desktop Virtualization, especially Citrix
- Knowledge of Microsoft Active Directory / User Management / LDAP concepts
- Experience of Healthcare