Tech Supp Spec EMEA/APAC

PURPOSE

• The Technical Support Specialist function is to a Application / Hardware Systems Specialist by:
• Provide First and Second Level Customer Support services.
• Must be willing to travel both domestically and internationally to resolve customer problems.
• Travels up to 50%
• Must be fluent in and English

ROLE AND RESPONSIBILITIES

• Reporting to the Director of Service – EMEA/APAC
• Provides both first line and second line support services
• Where required, assists the Director of Professional Services – EMEA/APAC in pre-installation planning (e.g. scheduling, site planning, training, etc.) and post-installation customer support issues
• Performs customer training on-site that is both thorough and timely.
• Provide input and feedback to Product Engineering and Software Development, as requested, to assist in the development and testing of new products and current product modifications and enhancements
• Maintains current and thorough knowledge of all ibml hardware and Software functionality.
• Provides effective, timely and competent support assistance to customers as well as IBML and third party hardware and software support personnel
• Ensure proper management and control of all company assets (tools, documentation, software, intellectual property, etc.).
• Strives to ensure that the highest possible level of customer satisfaction is maintained at all times
• Assists in the development and maintenance of accurate and complete hardware and software documentation.
• Conducts effective, thorough and organized training for customers and third party support personnel as requested.
• Meets all schedule deadlines.
• Must be able to travel both domestic and international
• Other duties and tasks assigned by Director of Services

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Desired minimum of Bachelor’s degree in business, computer sciences, management information systems and/or 5 years equivalent work experience with delivery, integration or solution support..
• Excellent communication skills with all levels of personnel both internally and with our customers, orally and written.
• Skills in conducting training classes both at customer sites and at IBML facilities
• Skills in any foreign languages is a plus
• Knowledge of Windows operating systems.
• Knowledge of LAN technologies
• The ability to gather business requirements from customers.
• The ability to train all levels of personnel on IBML scanning platforms
• Computer languages including but not limited to Visual Basic 6.0, VB Net, Java is a plus
• Knowledge of Web development is a plus
• Knowledge of database products such as Microsoft SQL, Oracle, DB2, Informix and Sybase is a plus

ADDITIONAL NOTES