WHO ARE WE? We are global leaders in the Data-Centric Security space. Right from protecting nuclear submarine designs to new drug formulations to customer data of Fortune 100 organizations - we guard every kind of confidential information. HOW DO WE DO IT? Seclore’s patent-granted, award-winning technology allows users to control how their information is used - even after it is shared with people within or outside the enterprise. This requires stretching the technology boundaries beyond what might seem possible. At Seclore, you get to be part of the front lines - defending today's data against tomorrow's threats. 5Bn+ Documents | 40Mn+ Users | 2000+ Enterprises | 29 Countries The Role: Onsite Support Consultant Location: Dammam or Riyadh Experience: 3 to 5 years About Seclore At Seclore, we are all Entrepreneurs, not employees. We are a passionate team with diverse backgrounds and experiences. We appreciate people who are fuelled by Passion, curiosity, and hunger to learn & grow. This position is for individuals with experience in Application Support (Onsite Support Consultant), and great customer relationship skills while working in a super-agile environment. Seclore is a place where innovation is nurtured. We continuously push the boundaries of innovation and find new ways to add value to customers and stakeholders. We are proud to be recognized as "Great Place to Work" Five times in a row. Job Duties and Responsibilities:
Act as point-of-contact by providing technical support to Enterprise Will be stationed at customer location.
Handles real-time email or voice call queries and responds in a timely manner.
Be an advocate to the customer.
Achieves understanding of Seclore products and gain expertise.
Applies knowledge and experience along with the analytical approach to diagnose and resolve issues in unique and complex customer environments.
Attempts to provide resolutions on the first interaction with customer.
Handles multiple cases at the same time with varying degrees of severity.
Effectively communicates procedural and technical issues to internal and customer/stakeholders.
Manages schedule of cases, determines priority level, and negotiates and sets expectations with the customers.
Assesses the need to engage or escalate to the required resources to handle complex issues/situations.
Engages with internal teams to prioritize customer requests.
Research on array of topics like operating system & their fundamentals, Infrastructure technologies, and Seclore products as and when needed.
Participates in the new product releases to ensure information and training requirements are met to start supporting the new release.
Engages in ongoing training and function/organization development, along with self- learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution.
Works with the internal and customer team with assorted expertise
Areas of work: Support Helping users use applications by answering their questions and giving information that facilitates the correct operation of Seclore products over the phone, chat and / or email. Troubleshooting -- Diagnosing malfunctions in the operation of the software. Repair -- Correcting application software malfunctions. Consulting Provide inputs to the Customer Success Manager on the new requirements and changes at the customer end. Performing Seclore system health checks at the regular interval sharing the report with relevant stakeholders Monitor the usage of the system and provide inputs to the Customer Success Manager QUALIFICATIONS: Hands on experience across the following core technologies a) Operating systems – Windows Server/Windows Client / Linux b) Expert Level understanding of Windows / Linux Server Concepts c) Hands-on on experience in troubleshooting Windows / Linux OS and application-related issues d) Infrastructure technologies – AD, DNS, DHCP, IIS e) Good working knowledge of MS Office suite f) Strong foundation of Networking Principles Working knowledge of a) Relational DB principles and methodologies – MS-SQL, Oracle b) Antivirus or DLP Software c) Knowledge of tools like Process Monitor, Process Explorer, and Network monitor/Wireshark. Good to have knowledge of a) Operating system – MAC OS, Windows Exchange b) Apache Tomcat and Apache Web Server c) Knowledge of computer security procedures and protocol d) Remote Deployment Tools like LANDesk, SCCM and other IT landscape e) Virtualization Technologies – VMware / Hyper-V EXPERIENCE: • 3 to 5 years’ experience in a Technical Support role, preferably application support • Manage Customers • Handled customers on the phone. • Current job includes exposure to CRM tool. • Exposure to severity-based models would be preferable. • Exposure to Enterprise/Corporate customers is preferable. • Arabic Speaking is preferable. ABILITIES REQUIRED: • Strong customer-focus and problem-solving attitude • Ability to communicate technical information to non-technical personnel. • Keen sense of ownership of technical issues of Seclore’s enterprise customers • Be a team player with ability to stretch (timewise) when required. • Willing to work in a high-pressure environment.
