Technical Support Associate

• Enable customers to implement and operate their solutions efficiently by providing state-of-the-art support services.
• Collaborate closely with partners, as well as with various other  departments, like Consulting and Sales.
• Manage internal and external escalations incl. Customer communication
• Safeguard customers in critical/escalated situations
• Orchestration of experts for fast issue resolution
• Analyze and resolve reported incidents by means of knowledge databases and/or verifying customizing entries or hardware parameters
• Root Cause Analysis of reported incidents
• Knowledge Base Article creation and maintenance
• Report errors to Development
• Provide consulting for customers on procedural issues and queries