Technical Support Engineer
Seagate Services, a division of Seagate Technology, is seeking a Technical Support Engineer for its EVault business unit. Your mission is to consistently provide a rewarding customer experience by promptly resolving technical issues that EVault customers and partners encounter while using our core products and associated applications.
Imagine Yourself:
Responding promptly to customer problems and questions that come in through email, telephone, and EVault's Customer Support Web site
Helping customers to install, configure, use, and upgrade EVault software within their environment
Diagnosing, troubleshooting, and resolving software application, transport, and network issues with customers and partners
Managing multiple customer cases simultaneously and providing regular progress updates to customers with open support issues
Ensuring that all customer-related information including case history, contact information, and installed software are kept accurate and up-to-date in the contact tracking database
Developing common question and answer documentation to be included in the department and customer knowledge bases
Proactively working with Software Development to provide the Technical Support team with current information on product problems and resolutions
Accurately identifying, replicating, and documenting software defects and customer-requested product enhancements in the appropriate tracking system
Becoming an expert in all EVault products
What We