Company Overview:
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Position Summary:
The Technical Support Engineer provides technical support to our customers and re-sellers, answering complex questions on function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our customers providing quality technical support. Technical Support Engineers have excellent communication skills and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience. As a Technical Engineer, you are expected to proactively assist the team in driving key initiatives and ensuring the long-term success of our customers and the company. You may be required to represent the team in many other functional areas within the company. TSE’s are held accountable for case quality, customer service quality, and metrics as defined and communicated by the business. The support team is staffed 24×7 and position could require changes in hours based on business needs.
Responsibilities:
Log, capture, and troubleshoot customer incidents and provide resolution within defined SLA’s
Manage multiple customers and incidents on a varying level of priority
Provide excellent technical and customer service, strong communication skills a must
Product testing and the ability to test and document issues found in product releases
Ability to recognize when to escalate cases on behalf of the customer to meet business commitments
Qualifications:
BA/BS in Computer Science, Information Technology, Engineering or other related degree OR equivalent relevant experience with 6+ Years in the software, application support industry.
Flexible schedule and ability to work additional hours when necessary to meet both customer and business needs; possible on-call rotation
Database knowledge and experience: Oracle or MSSQL to include query statements, data base optimization tuning/indexing, utilization of tools such as Query Analyzer/Enterprise Manager, DB design and understanding roles and users.
Understanding of IT operations and ITIL practices are applied and used via an IT Service Management product.
Technical writing skills: ability to write knowledge base articles, news group content and product materials for internal and external use
Working Knowledge of:
Windows Operating Systems
Internet Information Services – IIS
SQL Server Reporting Services – SSRS
Networking and Network Diagnostics
Server virtualization: VMware, Virtual PC
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