Company: Kratos Defense & Security Solutions, Inc.
Posted on: May 31, 2021
The Customer Support Engineer will work directly with KRATOS
Customers and will be the first line of service to follow Customer
inquiries/requests submitted via phone, email, or trouble ticket.
Ensure a high level of Customer Service which brings Issues to
Resolution on a timely and efficient manner. This position is an
essential part of the Kratos Global Support group.
o Provide Technical Support to KRATOS Customers as part of the
Kratos Support team.o Daily Interaction with Customers via
telephone, Web Portal, email, or VPN access to troubleshoot
Customer issues.o Clearly identifying customer reported issues and
perform initial assessment, gathering logs, configuration, and
related information.o Responsible for creating, updating, resolving
customer tickets.o Track and maintain constant communication with
the customer from the beginning to the end of any established case,
issue, or concern.o Responsible for escalating tickets as needed.o
Provide periodic status on Customer related issues.o Responsible
for updating Customer system configuration records.o Responsible
for updating Support Knowledge Base and Troubleshooting guides.o
Responsible to ensure that the customer receives an adequate level
of service with each concern or request.o Responsible for
maintaining positive and loyal relationship between Kratos and its
customers.o Assist with and lead software implementations for new
customers.o Create troubleshooting playbook and helpful technical
product documents as needed.
Community College degree and/or three years of customer service
experience in a related field, or any equivalent combination of
training and experience.Have a customer service attitude.Excellent
verbal and written communications skills.Ability to follow and/or
provide written and oral step-by-step procedures.Ability to
establish and maintain effective working relationships with
internal and external customers inside and outside the work
group.Use discretion and independent judgment when interacting with
customers to provide assistance and advice as needed. Database
replication concepts.Have excellent networking concepts.Advanced
knowledge of Microsoft Office-Suite (Word, PowerPoint,
Excel)Troubleshooting skills and techniquesCompass and Neuralstar
expertise or similar- Preferred but not requiredM&C knowledge -
Preferred but not requiredVMWare/containers, Cloud services -
Preferred but not requiredKnowledge of SQL ServerKnowledge of
window server and windows clients.
The employee will likely be placed in an office. The work
environment characteristics are representative of those of an
employee encounters while preforming essential functions of the job
in a typical office/workstation situation. Able to work sitting or
standing at desk and operate a computer via standard input devices
such as using a keyboard and reading information on a monitor.
Keyword: Customer Service, Troubleshooting, SQL, Compass,
Neuralstar, VMWare, Cloud Services
From: Kratos Defense
Keywords: Kratos Defense & Security Solutions, Inc., Folsom , Customer Service, Other , Folsom, California
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