Responding to and resolving client's service requests in accordance with contractual requirements
Maintaining timely, complete and accurate problem status data, resolving routine and complex end-user problems in assigned product areas
Replicating client-reported problems
Authoring technical notes and/or white papers for product knowledge-base as well as being the voice of our customers within the organisation.
Also providing remote technical upgrade services on these solutions, assisting colleagues involved with prospects or new client implementations and passing on product knowledge to new or existing colleagues via training workshops and/or presentations.
Requirements / skills:
Experience in development, maintenance and support of Java Products/Applications.
Strong understanding of Object Oriented Design and programming, Experience working on of Core Java and related technologies.
Proven working experience in enterprise technical support, IT support or as a technical engineer
In-depth knowledge in the product that the technician is supporting.