The Tier 2 Support Engineer will provide the second-line of support to our customers, partners and consultants. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly
address customer requests. Successful candidates must possess excellent communication, analytical and problem solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence.
Essential Duties & Responsibilities:
Provide assistance to customers, consultants, and partners on the usage of
Mitratech products through our customer support portal, email, chat and phone
Advise clients on configuration options based on best practices
Triage newly reported problems, assign proper severity and work to identify a
resolution
Troubleshoot issues through reproducing the problem and determine resolution
Update the ticket tracking system to provide accurate and current status of
support issues
Identify case trends and report to services and development
Maintain proactive communication upward and across client contacts
Create Knowledgebase articles regularly to expand self-help tools for customers
and internally
Requirements & Skills:
2-4 years experience in software application
Bachelor’s degree in related discipline or relevant experience required
(Engineering/CS/MIS/Communications degree preferred)
Quick learner
Hands-on approach
Strong sense of ownership
Strong sense of urgency
Experience with APIs preferred, but not required
Excellent organizational, customer relationship, verbal and written
communication skills
Highly dependable and professional
Excellent problem solving and listening skills
Ability to train others in use of Mitratech products
Highly motivated, proactive self-starter with a positive attitude
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your candidate application.
We are an equal opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.
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