Technical Support Engineer

Carbonite Inc

Cork

Company Overview. Carbonite provides a complete Data Protection Platform for businesses and the IT professionals who serve them. From backup and disaster recovery to data migration, high availability and endpoint protection, our flexible solutions can be tailored to meet the data protection needs of any business. Carbonite solutions are strengthened by our outstanding team members and through strategic acquisitions—like our purchase of leading endpoint protection provider Mozy Inc., and high availability specialist DoubleTake Software. Our laser focus on security and our track record of meeting customers' unique requirements are two more reasons why businesses around the globe depend on Carbonite. Carbonite is made up of over 1,000 smart and dedicated individuals who work at locations all over the world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit. With our robust Data Protection Platform, we are well-positioned in a rapidly growing market. We're currently looking for talented people to join the Carbonite team both in the U.S. and globally. Are you ready to grow with us? The Role. As a Technical Support Representative, you will be tasked with responding to incoming customer support requests, which will be provided via inbound calls, chats, or e-mail. You will assist with any technical and non-technical needs to our Carbonite customers, be it in resolving software conflicts or account related inquiries. You will have a regular active case load and be expected to maintain a high level of customer satisfaction. Specific Objectives and Responsibilities. First Two Months: Successful completion of Mozy and Carbonite Endpoint training. Learn and execute documented processes to assist in issue resolution. Learn and demonstrate ability to execute Carbonite Endpoint software troubleshooting steps. Detect and overcome preexisting customer frustration. Demonstrate proficiency with all support tools (including Salesforce CRM and knowledgebase expertise. Learn and demonstrate ability to successfully execute sales techniques such as upselling, cross-selling and lead generation. Other duties as assigned. Three Months and Beyond: Support company and partner's enterprise cloud-based data backup and recovery offerings by working with our customers or their 3rd party technical resources. Seek successful resolution of customer technical inquiries received through multiple communication channels (phone, email, chat), with proper interaction documentation within our CRM. Successfully use appropriate resources to find the right answers to customer issues, ensuring minimal variation in how we solve common issues. Engage with our content team to create new KB articles or update existing ones to ensure accuracy. Escalate cases to senior resources and follow documented escalation procedures. Continued Sales excellence (upselling, cross-selling, lead generation. Collaborate with internal resources to improve processes. Constant pursuit of technical education, proficiency and excellence including company funded Microsoft Certifications. Other duties as assigned. Key Challenges to Overcome: In order to succeed, the candidate will need to demonstrate the ability to learn new processes in both endpoint and server-based products as they are presented. Vital to this role is maintaining a positive attitude in all interactions and ensuring customer issues are fully resolved. A successful agent will be able be at work on time, manage the various daily duties with a smile and is comfortable working in a dynamic environment. Success at Carbonite is transparent as comprehensive metrics measure daily performance. Success Factors: What will make you successful at Carbonite: Reliability and an excellent work ethic. High degree of comfort with complex technical environments. Excellent customer service, communication, and troubleshooting skills. A track record of good judgment and decision-making in positions with significant responsibility. Positive attitude and ability to adapt and “roll with the punches” Skills & Experience. Required: Excellentcommunication skills,verbal and written in both English and French language. Prior experience in a Technical Support role. Must be available to work any shift. Must be available to work a schedule of 8:30-17:00 (GMT+1) with potential of modification in future. Must have prior personal or professional Microsoft Windows and Mac troubleshooting experience o Windows 7, 8 & 10; Mac OSX 10.10 and later; iOS8 and later; and Android 4.1 and later. Expertise supporting Microsoft servers and/or Linux servers and multiple operating systems. Working knowledge of Active Directory. Working knowledge of Microsoft Azure. Strongly Preferred: Experience with Salesforce, JIRA and Microsoft Office. Must be able to demonstrate problem solving skills. Demonstrated ability to multitask. Demonstrate typing speed of 30+ words per min. Strong analytical, prioritization, and time management skills. Excellent oral and written communication skills. Conflict resolution skills. A passion for technology. Carbonite, Inc. is an equal employment opportunity and affirmative action employer does not discriminate based upon race, color, religion, sex, national origin, age, genetic information, gender identity or expression, sexual orientation, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. Upon request, accommodations will be made available during the recruitment process for applicants with a disability.If you require accommodations, we will work with you to provide or arrange for the provision of suitable accommodation wherever possible. All qualified applicants are encouraged to apply. The Company collects, processes, and stores Personal Data regarding prospective employees for the purposes detailed below in connection with its human resources activities. The Personal Data we hold and process will be used for management and administrative use. The Company will keep and use the information to enable it to run the business and manage its relationship with you effectively, lawfully and appropriately during the recruitment process. This includes using information to enable the Company to comply with any legal requirements, pursue the legitimate interests of the Company and protect the Company’s legal position in the event of legal proceedings. Further information on why we process your Personal Data is set out below. If you do not provide this data, the Company may be unable in some circumstances to comply with its obligations and will tell you about the implications of that decision. For recruiting purposes, the Company processes Personal Data of applicants such as name; contact information, education, language(s) and special job-related competencies; certification information; employment history; work experience; background check information to the extent that such checks are possible under applicable law; and criminal convictions and offenses, in so far as this information is relevant for the specific position, to fulfil its legitimate interest in hiring the most qualified applicants. The processing of criminal records data in connection with the Company’s recruitment and human resources activities will be carried out only under the control of official authority or when authorized by EU or EU Member State law. The Company may collect recruitment-related Personal Data from third parties such as recruiters, government authorities, former employers and references you provide. The Company may also collect Personal Data from publicly accessible sources such as public and job-related social media profiles. This job originally appeared on RecruitIreland.com.

1746 days ago