Technical Support Engineer

1 month ago


Nashville, United States i3 Verticals Full time
JOB TITLE: Technical Support Engineer

DEPARTMENT: Technical Support

REPORTS TO: Technical Support Manager

JOB LOCATION: Remote (U. S. Based)

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):
  • High school diploma or equivalent
  • Associates Degree in Computer related studies or equivalent, is preferred.
  • 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


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