Technical Specialist - Tier 1 (Media Management)

**Role Overview:** As a Technical Specialist, Tier 1 at Commvault, your mission is to provide exceptional support for a wide range of customer issues through various channels such as phone, email, and remote sessions. You will be responsible for managing cases, working towards successful outcomes with a strong focus on customer satisfaction. Your role will involve effective communication, documentation of case details, and collaboration with the team to devise and implement solutions. Continuous learning and application of fresh insights will be key to staying ahead of technical challenges and ensuring high-quality service delivery. **Key Responsibilities:** - Deliver top-tier support for complex issues via phone, email, and remote assistance, catering to enterprise customers. - Ensure customer success and satisfaction by managing a high volume of cases and achieving successful resolutions. - Demonstrate strong written and verbal communication skills, focusing on detailed case documentation. - Work independently and collaboratively to craft optimal solutions for customer issues and ensure quality outcomes. - Replicate technical problems internally for better understanding and resolution. - Identify cases that require escalation due to technical complexities. - Mentor and coach new engineers in the team. - Utilize internal labs and simulators for testing and analysis. - Effectively communicate issues and provide appropriate solutions to customers. - Contribute to weekend shifts to ensure consistent support. - Actively participate and contribute in the Commvault community. - Utilize productivity tools like softphone systems and CRM ticketing platforms effectively. **Qualifications Required:** - Minimum 5-8 years of technical support/customer service experience in the industry. - Knowledge of Commvault Product Portfolio or any other Data Protection Solution is desirable. - Expertise in areas like Storage, Networking, NDMP, Deduplication, Data Aging, Hyperscale, and ability to troubleshoot independently. - Strong experience in storage concepts such as SAN/NAS and troubleshooting storage-related problems effectively. - Experience with Cloud Storage Technologies like AWS, GCP, and Azure. - Proficient knowledge of operating system platforms such as Windows Server and Linux/Unix OS. - Intermediate to Advanced understanding of network principles and network debugging tools. - Ability to learn new technologies and apply knowledge to troubleshoot system and application problems. - Commitment to staying informed about industry trends and emerging tools. - Capability to work on cross-domain and cross-functional problems. - Commvault professional certification is preferred. *Note: The additional details about the company were not included in the provided job description.*,