Support Engineer I - NZ

at  Teracloud NZ Limited

ABOUT TERACLOUD

Teracloud is software product company with a wide range of product lines from industrial power and climate controllers to e‑sports platforms. We are part of a multinational technology conglomerate, and our mission is to provide R&D services to our partners.
Our New Zealand office is the newest addition to our global team, with members in Australia, the USA, Germany, Denmark, Sweden, Armenia, and Greece.

• Verification and validation of entitlement/contract for customer cases received.
• Recording the details of the question or problem from the customer into NetSuite.
• Assessing the criticality of a problem to the customer and assigning the priority in the problem management database.
• Searching solutions database for a known solution to the reported issue.
• Supplying a case number to the customer for tracking the issue; and
• Dispatching the case number Level 2 support for further investigation.
  After the initial training period is over, you will be learning more in depth information about the software products which you support.
  Customer technical support requires a 24x7x365 presence to monitor phone call queues and support emails.
  The position requires a Saturday shift and may require coverage on occasional national holidays.