COMPANY DESCRIPTION

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize, and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration to database and systems management to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.
We’re not the company that makes big promises. We’re the company that fulfills them.
We’re Quest: Where Next Meets Now.
We have an opportunity for a Technical Support Advisor to be part of Quest’s Information & Systems Management (ISM) solutions organization in the Republic of Panama.
The Technical Support Advisor t is accountable for providing technical support for Foglight via phone, chat, web & emails. Stellar customer service and handling skills and the ability to interface, collaborate, prioritize customer issues with development, and effectively communicate solutions to customers is crucial to the role.

WHAT YOU’LL BE DOING:

• Owns incoming technical issues from customers, assists by diagnosing the problems and providing resolutions for technical and service issues related to Foglight via email, WebEx, or phone.
• Recreates, identifies and provides input on unique or recurring customer problems. Uses troubleshooting techniques/tools to identify product defects or enhancement and follow the guidelines
• Maintains a personal queue of ongoing customer issues until resolution, responds to customer technical problems/issues. Interfaces with R&D teams to bring escalated issues to resolution
• Documents all customer/case details/communication in Support Case tracking system per SR handling guidelines.
• Create quality knowledgebase articles from resolved issues for future use by customers and internal team members
• Identify software issues and submit them to development for resolution.
• Remains knowledgeable of Quest product and Current industry products and technologies
• Focuses on delivering a positive customer experience according to Quest Standards and Ethics.
  Qualifications:

SKILLS NEEDED FOR THE ROLE:

• Familiarity with automation software, QA software, or synthetic transaction software
• 4 years of experience
• Prior experience with RDBMS: Oracle, MySQL, Sybase, DB2 UDB, and/or MS SQL Server, Informix
• Prior Operating Systems (Windows, Unix, VMWare) and/or Java/.Net experience
• Windows System Administration with experience in Active Directory and/or Exchange
• Experience with SAN concepts including Fabrics, LUN provisioning, Zoning, and RAID
• Ability to read/write Perl, Groovy, JBoss, Unix shell, and SQL scripts
• Strong technical knowledge on Foglight for Application Performance Monitoring, Foglight for Databases and Foglight for Java/.Net.
• Capability to analyze complex cases and be able to provide root cause analysis on a specific case