Technical Support Engineer

JOB TITLE: Technical Support Engineer

DEPARTMENT: Technical Support

REPORTS TO: Technical Support Manager

SUPERVISORY RESPONSIBILITIES: No

JOB LOCATION: Remote

SUMMARY OF POSITION:

The Technical Support Engineer is a dynamic and energetic individual that plays an important role by being the first point of contact for issues reported by our customers on our software products, in a timely and professional manner with a deep commitment to excellent customer satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Answers the Technical Support Line to receive new support
• Monitors the Technical Support Mailbox periodically throughout the day.
• Logs all new support requests in tracking system.
• Communicates effectively with customers and 3rd parties daily to resolve issues in a timely manner.
• Tracks all activity related to each issue and documents progress daily.
• Follows established escalation procedure to engage secondary support when necessary.
• Works towards continually gaining extensive knowledge of supported products.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Associates Degree in Computer related studies or equivalent.
• Minimum of 2+ years of helpdesk experience supporting technical clients.
• Experience and extensive knowledge of computer related troubleshooting.
• Experience and background using a Windows environment.
• Experience and extensive knowledge of computer related troubleshooting.
• Experience and background using a Windows environment.
• Exposure to Active Directory Exchange Server, and Networking Operating Systems
• Exposure to SQL Server
• Exposure to Microsoft IIS Web Server Software
• Ability to interpret customer business needs and translate them into the application and operation requirements
• Excellent people skills to interact and engage with customers
• Excellent oral and written communication skills
• Ability to type accurately at least of 50 words per minute.
• Ability to work in a close team environment.
• Excellent analytical and problem-solving

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Experience supporting or implementing OnBase
• Experience with C# and JavaScript

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York