Senior Support Engineer Б─⌠ Business Products

CATEGORY: Customer Care
COUNTRY: Romania
POSTED ON: 2014 Oct 01

The Bitdefender Business Services team based in Bucharest is looking for a new young and enthusiastic member! As a Senior Technical Support Engineer, you will be responsible with ensuring a high quality technical assistance for the Bitdefender business clients world-wide, within the required performance and SLA requirements.

The provided services are focused on email and phone assistance, however you will also be required to coordinate remote sessions for a better visibility and more efficient troubleshooting of the reported issues.

In this process, you will act as a link between our customers’ needs and the other departments by performing escalations to the next tier and providing detailed descriptions or reports where necessary. You will thus be required to work closely with the software testing and development teams, as well as security or sales experts, in a youthful and competitive environment, which will enrich your experience and broaden your perspective. 

  • Ensure email, phone, chatand remote assistance for international Bitdefender Business customers.
  • Meet the SLA requirements and the internal procedural workflow.
  • Build and maintain a consolidated relationship with Bitdefender customers.
  • Work closely with the sales and pre-sales team.
  • Escalade all major issues to a higher level of expertise.
  • Actively contribute to all ongoing and new internal projects.
  • Minimum 3 years of professional experience in the technical support field.
  • Experience in Technical support for Business products and customers would be a plus.
  • Good knowledge of virtual environments (VMware Workstation, VMware vSphere v4.1)
  • Relevant experience in working with TCP/IP, HTTP, FTP, POP3, IMAP, MAPI protocols.
  • In-depth understanding of Windows Servers administration
  • Background in performing installation, configuration and troubleshooting of Windows Client-Server environments (AD, DHCP, DNS, Remote Services).
  • Linux/Unix server administration (installation, maintenance, upgrade, back-up, NFS, TCP/IP)
  • Experience with Mac OS, iOS, Android platforms considered a plus. 

Other Requirements:

  • Fluent in both written and spoken English.
  • Degree in Computer Science, Engineering or equivalent desirable.
  • Ability to understand and adapt product specifications.
  • Result-oriented and good diagnostic skills.
  • Excellent verbal and written communication skills, quick learner, dynamic, energetic and customer-oriented.
  • Efficient time management and team player. 

If you take up our offer, you will benefit of:

  • ·  Competitive compensation & benefits package (including medical insurance).
  • ·  Young, dynamic and multicultural work environment.
  • ·  Flexible work schedule.
  • ·  Professional and personal career development through specialized trainings.