Customer Support Engineer job in Santa Clara, CA| Recruit Arrow
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Customer Support Engineer
Location : California, Santa Clara
Refer job # VSGY340977
Job Responsibilities and Requirements: ESSENTIAL JOB FUNCTIONS: Provide Technical Support to KRATOS Customers as part of the Kratos Support team. Daily Interaction with Customers via telephone, Web Portal, email, or VPN access to troubleshoot Customer issues. Customer Service attitude Excellent verbal and written communications. Clearly identifying customer reported issues and perform initial assessment, gathering logs, configuration, and related information. Responsible for creating, updating, resolving customer tickets. Track and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern. Responsible for escalating tickets as needed. Provide periodic status on Customer related issues Responsible for updating Customer system configuration records Responsible for updating Support Knowledge Base and Troubleshooting guides Ability to follow and/or provide written and oral step-by-step procedures Ability to establish and maintain effective working relationships with internal and external customers inside and outside the work group. Use discretion and independent judgment when interacting with customers to provide assistance and advice as needed. Responsible to ensure that the customer receives an adequate level of service with each concern or request. Responsible for maintaining positive and loyal relationship between Kratos and its customers. Assist with and lead software implementations for new customers. Create troubleshooting playbook and helpful technical product documents as needed. Experience and Skills: Community College degree and/or three years of customer service experience in a related field, or any equivalent combination of training and experience. Technical Knowledge: Knowledge of SQL Server Knowledge of Windows Server and Window Clients Database Replication Concepts Networking Concepts Microsoft Office (Word, PowerPoint, Excel) Troubleshooting skills and techniques Kratos Products expertise (satID, MONICS, SAT-DSA) or similar- Preferred but not required RF knowledge - Preferred but not required.
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