Job
Description
Role Overview: As a Technical Specialist, Tier 1 at Commvault, your mission is to deliver exceptional support for a broad range of customer issues through multiple channels including phone, email, and remote sessions. You will take charge of cases, driving toward successful outcomes with a focus on customer satisfaction. Your exceptional communication will be crucial for documenting case details, and you will balance working independently with teamwork to devise and implement effective solutions. This role also requires constant engagement with learning, applying fresh insights from internal resources to stay ahead of technical challenges. With a keen eye for when escalation is necessary, you will have access to advanced productivity tools to maintain the high service quality that defines our team's success and fosters an outstanding customer experience. Key Responsibilities: - Delivering top-tier support for complex, show-stopper issues through phone, email, and remote assistance including working with enterprise customers. - Commitment to ensuring the success and fulfillment of our global customer base. - Managing a high volume of cases while ensuring a high rate of successful resolutions. - Possessing strong written and verbal communication abilities, with a focus on detailed case documentation. - Demonstrating the ability to work both independently and collaboratively, crafting optimal solutions to customer issues and ensuring quality outcomes. - Replicating technical problems internally for better understanding and resolution. - Continuously acquiring and applying knowledge from internal community resources. - Recognizing when cases need to be escalated due to technical complexities or strategic considerations. - Mentor and coach new engineers in the team. - Leveraging internal labs and simulators for testing and analysis. - Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers. - Contributing productively to weekend shifts, ensuring consistent support. - Actively participate and contribute in Commvault community. - Utilizing productivity tools like softphone systems and CRM ticketing platforms effectively. Qualifications Required: - Technical Support/Customer Service Experience minimum 5-8 Years industry experience. - Knowledge of Commvault Product Portfolio or any other Data Protection Solution will be desirable. - Expert level knowledge in areas like Storage, Networking, NDMP, Deduplication, Data Aging, and Hyperscale, with the ability to troubleshoot independently in these areas. - Strong experience with storage concepts such as SAN/NAS, and the ability to troubleshoot storage-related problems effectively. - Experience with Cloud Storage Technologies such as AWS, GCP & Azure. - Proficient knowledge of operating system platforms, such as Windows Server, and Linux/Unix OS, with the ability to troubleshoot issues confidently. - Intermediate to Advanced understanding of network principles and familiarity with network debugging tools like Wireshark, tcpdump, and others. - Ability to document the issue and escalate it to a higher level independently. - Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems. - Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure. - A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools. - Capability to work on cross-domain and cross-functional problems. - Commvault professional certification is preferred. (Note: Any additional details of the company were not present in the provided job description),
