Product Support Engineer

Job Description

Job Description Carbon Black Product Support Engineer

We are looking for a Service Desk Analyst that is hard-working and committed to customer success.

The Service Desk Analyst is part of a team that is the first line of contact for customers experiencing issues with installation, configuration, operation and management of Carbon Black solutions. They are, in many ways, the post-sale “face of Carbon Black” and must be passionate about helping our customers solve problems with a sense of urgency.

As a Carbon Black Service Desk Analyst, you will provide the first level of contact for queries via phone, email and the web portal of the CRM solution to our customer base in EMEA. Queries will range in complexity from ‘how to’ questions, setting up portal access through basic troubleshooting. A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills. This resource will be responsible for basic diagnosis and analysis of customer issues and be expected to provide first level analysis and documentation to the Tier2 support team.

The preferred location of the roles is the UK office in Reading, however for the right candidate, we will consider possibly remote location in the UK or Ireland.

Service Desk Analyst Job Duties:

• Provide exceptional customer service while responding to phone and online requests for technical support
• Provide attention to cases according to Service Level Agreements and customer status
• Provide first point of contact and basic troubleshooting for customer issues
• Conduct customer follow ups for existing cases
• Assist customers in basic installation and deployment of Carbon Black’s software products
• Clearly identify, document, and find solutions for customer issues and product problems
• Escalate critical customer situations to the appropriate level of management and Tier2 support
• Participate in Knowledge Centered Service (KCS) training to become a licensed publisher and contribute to the company knowledgebase
• Participate in a variety of team projects to ensure data integrity and usefulness of the knowledgebase

Qualifications & requirements:

• Experience in a customer service or helpdesk supporting software technology
• Adaptable, professional, courteous, motivated and works well on their own or as a member of a team
• Excellent Customer Service skills and a demonstrated success exceeding customer expectations
• Strong communication (verbal and written) and customer handling skills
• Basic familiarity with software distribution, patch management, and anti-viral technologies a plus
• Windows and Linux experience, cloud a plus
• Familiarity with analysis and debugging skill a plus

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