Customer Success Engineer

Job Responsibilities:   • Follow established guidelines or checklists to answer routine customer requests and suggest or promote alternative products or services; • Refer customers to published materials and secondary sources (i.e. support portal, forum) so that customer enquiries are answered accurately and promptly; • Follow established internal procedures, regulations and quality standards in order to provide high quality technical support and assistance regarding Company's products and services to partners’ engineers or B2B customers; • Professionally communicate with customers and partners in local and in English language to quickly respond to their calls, web cases, e-mail and provide prompt resolution to ensure customer satisfaction; • Perform registration, classification and prioritization of phone and self-service requests through given systems; • Manage customer inquiries, troubleshoot customer issues and using appropriate reference materials and internal knowledge documents, research what may be the root cause of a problem; • Escalate requests to higher support level groups according to the internal procedures; • Promptly notify line management of exceptional technical issues. Job Requirements:   Required technical skills:   Basic knowledge in:   • MS SharePoint; • MS Teams; • MS Exchange; • MS SQL; • Microsoft OS (Server 2008+ and Windows 7+) at a system administration level; • Corporate networking infrastructures, including DNS, group policy, and AD structure etc.; • Troubleshooting skills including the ability to analyze logs, traces, and dump files; • Web and Messaging Systems; • Virtualization environments (VMware, Hyper-V, Citrix); • Security solutions (Firewalls/authentication/encryption/AV MS, etc.); • Experience with ticket systems as a plus.   Education:   • Higher education in Information Technology, Information Systems or Computer Science field and/or industry certifications or similar/equivalent; • CompTIA A+ or equivalent; • CompTIA N+ or equivalent; • CompTIA Server+ or equivalent; • MCP: Windows Server and Windows Client Systems.   Required personal characteristics:   • Customer and service oriented thinking • Must be ready to improve own knowledge • Ready to do the extra mile for customers and partners • Ability to explain complex ideas in simple terms • Conflict resolution skills • Languages: Written and verbal Farsi and English    Application process: • HR interview  • Test assignment • Meeting with Hiring Manager • Interview with head of Customer Support • Final meeting (optional) • Offer stage & Reference check