Company Name: Meridium
Job Title: Customer Support Engineer
Experience: 3-5 years
As a member of the Meridium Technical Product Support team, the Technical Product Support Engineer provides second tier technical support to internal/external customers via telephone and email, by answering questions and resolving issues related to the setup, product functionality, usage, etc. of Meridium’s Asset Performance Management products.
Gathers complete and accurate information on the nature, complexity, and urgency of customer issues and accurately records all information in customer contact software.
Takes ownership of and resolves customers’ product issues via telephone, email, or in-person, meeting or exceeding stated service level agreement (SLA) timeframes.
Regularly executes case management best practices through clear and timely documentation of customer contact, written or verbal, in the knowledge management system.
Clearly communicates technical responses to customers ensuring their understanding of the steps needed to resolve issues reported to the technical support center.
Associates Degree with emphasis in Computer Science, Information Systems, or similar field; Bachelors preferred.
3-5 years of documented customer applications engineering support in a technical support environment.
Ability to work with clients and other groups within the company in resolving issues.
Must have the technical aptitude to learn new software products and customers’ business practices.
Applied knowledge of common service practices and customer handling techniques.
Since 1993, we’ve worked with the world’s most successful global asset-intensive companies to empower their businesses to manage risk and improve reliability for a future that’s more secure.
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