Primary Responsibilities

• Technical Support Engineers will investigate and resolve incoming (phone and e-mail) customer questions and issues in a timely and effective manner.
• All contact activity, including troubleshooting steps and problem resolution, must be documented in the CRM (call management system).
• The Technical Support Engineer will be expected to create knowledge base articles for all issues not already documented to reduce troubleshooting and research time of future calls.
• Must be able to take responsibility for knowing when and how to escalate issues within Support and be willing to ask questions when an issue cannot be resolved in a timely fashion.
• Willing to be flexible and work flexible hours when necessary to achieve team or individual goals and must work effectively as part of a team.
• Our Primary goal is to provide excellent customer service to our customer for a positive technical support experience.

Secondary Functions

• Verify, test and report for product deficiencies or bugs to Senior Engineer or use defined enhancement / bug reporting process.
• Perform tasks and projects as delegated by Senior, Lead or Manager that involve similar job level skills.
• Report to management new process issues that impact customers. Especially, when no procedure or process is in place for a given situation or when an existing process or procedure may need to be modified.
• As required test new releases and provide feedback to Quality Assurance.
• Other duties as assigned

Interaction

• This position works in a team-oriented environment. As a result, the incumbent must build and maintain strong and effective working relationships.

Required Skills/Education

• Good understanding of JavaScript and MS SQL
• Experience with modern web development coding methods
• Minimum of 2 years of technical support or equivalent experience in a software environment.
• BSc in Computer Science or related field, or equivalent experience desired.
• Working knowledge of Microsoft Office.
• Networking Fundamentals.
• RDBMS Fundamentals may be required for some products.
• Experience in Microsoft SQL, MySQL, or other relational databases desirable.
• Demonstrated proficiency in Windows XP/2003/2007/2008.
• Understanding of Internet technologies.
• Meet minimum experience, education, and technical skills for this position.
• Must have very good oral and written communications skills.
• Must be self-motivated, able to multi-task and manage priorities effectively, and work well as part of a team.
• Must be able to work within defined procedures and within the schedule provided.
• Strong customer service skills with high level of professionalism, and ability to work with complex situations.
• Must be able to work in high-stress situations without sacrificing customer service or level of detail.