- Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
-Represent the Customer Service Manager to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
-Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Microproducts and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network
-Effectively interact with the service engineering teams or product developers to provide solutions to complex technical issues
-Must be available for on-call 24x7 for severe issues
-Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support
-Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery
- Support the Customer Service Managers on their other technical requirements
- Participate in all projects including building vendor relationships
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