Job Title: TECHNICAL SUPPORT ENGINEER
RESPONSIBILITIES & DUTIES
We are looking for a multi-talented, technically skilled Technical Support Engineer. The Technical Support Manager will be the main point of contact for customer support for applications. The technologically-savvy and customer-oriented Technical Engineer will be a key team member to our quickly growing business.
- Establish and maintain an effective and positive relationship with customers
- Troubleshoot issues and provide technical expertise for internally developed applications and systems, providing customer care support for technical concerns and issues with a results-oriented mindset
- Ensure technical support and product issues are resolved in a timely manner
- Identify opportunities and work in parallel with internal resources to provide proactive/preventative activities and reduce the number of issues experienced to optimize solutions and services
- Solve problems through logic and ingenuity, working through internal resources and systems
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
- Provide documentation and procedures to users to further their use of our applications and systems.
- Record, track and document customer support issues (reporting), including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Manage existing customer relationships; identify potential product and services leads within existing customer accounts.
- Perform special projects as assigned
KNOWLEDGE, SKILLS & ABILITIES
- Bachelor's degree, preferably in Computer Science or Information Technology
- MUST HAVE 3-5 years’ experience in development and technical Support
- Experience in CRM domain is a plus
- Experience with – Core Java, web services, Oracle CRM, SQL
- Conflict-management savvy – focused listener who is dedicated to solving customers concerns and issues with professional composure
- Stellar troubleshooting skills
- Able to pick up on technical devices easily/quick study; learns new skills and acquires knowledge easily
- Excellent communications and interpersonal skills with the ability to interact and communicate at all levels
- Strong analytical skills regarding technical issues