Customer Success Engineer

Responsibilities:Follow established guidelines or checklists to answer routine customer requests and suggest or promote alternative products or services;Refer customers to published materials and secondary sources (i.e. support portal, forum) so that customer enquiries are answered accurately and promptly;Follow established internal procedures, regulations and quality standards in order to provide high quality technical support and assistance regarding Company's products and services to partners’ engineers or B2B customers;Professionally communicate with customers and partners in local and in English language to quickly respond to their calls, web cases, e-mail and provide prompt resolution to ensure customer satisfaction;Perform registration, classification and prioritization of phone and self-service requests through given systems;Manage customer inquiries, troubleshoot customer issues and using appropriate reference materials and internal knowledge documents, research what may be the root cause of a problem;Escalate requests to higher support level groups according to the internal procedures;Promptly notify line management of exceptional technical issues.Job Requirements:Required technical skills:Basic knowledge in: Microsoft OS (Server 2008+ and Windows 7+) at a system administration level;Corporate networking infrastructures, including DNS, group policy, and AD structure etc.;Troubleshooting skills including the ability to analyze logs, traces, and dump files;Web and Messaging Systems;Virtualization environments (VMware, Hyper‑V, Citrix);Security solutions (Firewalls/authentication/encryption/AV MS, etc.);Experience with ticket systems as a plus.Education:Higher education in Information Technology, Information Systems or Computer Science field and/or industry certifications or similar/equivalent;MCP: Windows Server and Windows Client Systems.Required personal characteristics:Customer and service oriented thinkingMust be ready to improve own knowledgeReady to do the extra mile for customers and partnersAbility to explain complex ideas in simple termsLanguages: Written and verbal Farsi and EnglishApplication process:HR interviewMeeting with Hiring ManagerInterview with head of Customer SupportFinal meeting (optional)Offer stage & Reference checkApply for jobFields marked with * are required.Name*Surname*Phone*E-mail*Recommendation code (if available)Acceptable CV format .docx, .pdf, maximum file size 5Mb*I agree to provide my email, first and second name for the purpose of receiving marketing information. I understand and agree that my data will be processed as described in the Privacy Policy . I understand that my consent is optional and I can withdraw it according to Privacy Policy at any timeI agree to provide my personal data to process my application for jobs opened at Kaspersky Group companies and sign of employment contract. I understand and agree that my data will be processed as described in the Privacy Policy*#J-18808-Ljbffr