Lead Product Support Representative
Core
Lead Product Support Representative delivering global sales strategy support, incident/problem management, and new product introduction for business communication solutions.
Role type
Senior IC product support specialist (VoIP/Networking)
Builds
Production support services and new product introductions for global enterprise customers
Domain
Telecommunications / VoIP / Networking
Deliverable
client delivery
Required skills
IP networking, VoIP, virtualization, Microsoft Windows Server, incident management, problem management, change management, technical documentation, English (fluent), German (fluent)
Preferred skills
Team management, team development, workshop facilitation
Technologies
VoIP, Microsoft Windows Server, IP networking, virtualization
Responsibilities
Respond to and resolve incident and problem tickets within service levels; Provide workarounds to minimize defect impact; Engage partners professionally; Create and maintain Knowledge Base articles; Test patches and loads within lab; Participate in New Product Introduction process; Conduct internal and external field trials; Perform technical workshops to increase application knowledge.
Seniority
Senior, hands-on IC with leadership responsibilities
