Job Openings
Product Specialist (Wemmel), Belgium, Belgium
Summary
The “Product Specialist” provides specialized technical support towards Customer Support Engineers and Customers, through analysis and problem solving through the creation of documents, FAQ, Knowledge Base articles, scripts etc. The Product Specialist must have 100% product knowledge on the assigned product range.
Profile
• Prior customer support experience (0-2 years) in relevant industries (banking and/or networking/internet)
• Bachelor or Master degree in IT
• Familiarity with different operating systems and platforms, and/or networks and/or databases
• Additional training (direction)
• Ability to debug & solve problems
• Ability to communicate effectively, both oral and in written format
• Ability to work well under pressure and within time critical guidelines
• Functional knowledge:
* Microsoft Windows
* UNIX Operating System Administration
* Knowledge of structure/basic principles of TCP/IP networking (such as Ethernet, routing, and packet filtering) and Protocols Analyzer Tools
* Firewall/Proxy Products
* Novell NDS, Network Security and E-Commerce and Internet technologies (HTTP, HTML, SSL, S-MIME) are a plus
* You speak fluently Dutch and have a good knowledge of English and French
Responsibilities
‘Customer’ Support Related Tasks :
• Provides customer and specialized technical support for assigned products through inbound phone and email request
• Independently identifies, troubleshoots, documents, and replicates customer problems and then escalates complex problems in accordance with the Customer Incident escalation Plan
• Develops documentation for customer support and problem resolution for the knowledge base
‘Product Specialist ‘Related Tasks:
• 100% product knowledge on targeted products
• Can point/provide other CSEs to/with workarounds, patches, faster problem escalation
• Tracking of the support cases for frequently occurring problem and questions
• Maintenance of the FAQ’s
• Maintenance of the product Problem Qualification Sheet
• Patches and service releases: housekeeping, testing, publication
• House keeping of the known issues list
• Knowledgebase articles
• Provides input to Product Management and Product Architects, based on known issues and feedback from customers implementing the VASCO solution
• Recommends enhancements/supportability feedback to Product Management and Product Architects regarding product, application or documentation based upon customer input
• Build and maintain standard support VM-ware images that can be used for problem reproduction and does this in sync with TAMS so that demo VM and support VM are the same for the basis set-ups
• Assist with testing in order to learn the new product versions
We offer:
• An opportunity to help build the critical and ever-growing security infrastructure for the new Internet economy
• Flexibility and independence in decision-making
• Ongoing possibilities for career growth and advancement
• Daily exposure to new and innovative ideas and motivated people
• Programs for professional improvement through in-house and outside training and education
• An international work environment with exposure to successful business cultures and practices from the US, Europe, and Asia/Pacific
• We offer competitive compensation and full benefits.
Contact : www.jobsinbrussels.com/ads-Vasco-Product-Specialist-27 709.aspx
For more info click here: www.jobsinbrussels.com/ads-Vasco-Product-Specialist-27709.aspx
