Job Description
Owns incoming technical issues from customers, assists by diagnosing the problems and providing resolutions for technical and service issues related to Foglight via email, WebEx, or phone. Recreates, identifies and provides input on unique or recurring customer problems. Uses troubleshooting techniques/tools to identify product defects or enhancement and follow the guidelines. Maintains a personal queue of ongoing customer issues until resolution, responds to customer technical problems/issues. Interfaces with R&D teams to bring escalated issues to resolution. Documents all customer/case details/communication in Support Case tracking system per SR handling guidelines. Create quality knowledgebase articles from resolved issues for future use by customers and internal team members Identify software issues and submit them to development for resolution. Remains knowledgeable of Quest product and Current industry products and technologies Focuses on delivering a positive customer experience according to Quest Standards and Ethics.
About Quest
At Quest, we create and manage the software that makes the benefits of new technology real.