United States onlyJob Description
As a Technical Support Engineer, you ensure the seamless operation of software applications by providing exceptional technical support to authorized customers and Agilent employees. You play a crucial role in providing technical assistance, troubleshooting, and in collaborating with cross-functional teams to address customer concerns and enhance the overall user experience. This position requires providing second-level support, handling support tickets, and remotely assisting with installs and troubleshooting. The position emphasizes a strong customer-centric mindset, technical expertise in customer environments, and effective communication with customers and internal teams.
Key Responsibilities:
- Provide prompt and effective technical support to end-users experiencing software-related issues.
- Analyze, troubleshoot, and diagnose software application issues, utilizing remote support tools to assist customers in problem-solving, aiming for swift and accurate problem resolution.
- Collaborate in an efficient and timely manner with product support engineering and R&D teams (or other required stakeholders) as required on escalations to resolve complex technical issues, thereby resulting in optimal customer solutions.
- Create and contribute detailed documentation to a working knowledge base for common issues and their resolutions.
- Provide enhancement requests and defect reporting on recurring issues for continuous improvement of the software applications.
- Gather and report customer feedback on software usability and issues, providing insights to improve the overall user experience.
May present information at conferences, seminars and e-seminars.
Not incentive-eligible.
Must consent to participate in and meet Agilent approved customer/vendor credentialing requirements necessary to gain site access, unless prohibited by law.
Requirements may include, but are not limited to: pre-/post-employment background checks, various forms of drug testing, vaccinations, fingerprinting, proof of valid identification, and/or adherence to customer-specific substance abuse programs.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Laboratory Technology, or related field, or equivalent years of direct relevant work experience.
- 8+ years proven experience in a technical support role for Agilent or similar software applications.
- Familiarity with customer support tools, ticketing systems, and remote assistance software including the use of collaborative tools and various communication platforms.
- Strong understanding of software and applications working in a distributed system architecture or a web environment.
- Proficient in troubleshooting techniques and methodologies.
- Excellent written/verbal communication skills and excellent time management/organizational skills.
- Ability to work independently and collaboratively in a remote environment.
- Customer-focused with a dedication to providing exceptional support.
- Analytical mindset and good problem-solving skills.
- Patience and empathy when dealing with end-users.
- Adaptability to learn new technologies and software applications quickly.
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