Technical Support Engineer, Growth Edition Tier I

SkillSoft   •  

Des Moines, IA

Industry: Technology

  •  

Not Specified years

Posted 34 days ago

This job is no longer available.

SUMMARY JOB DESCRIPTION

Technical Support Engineer will play a critical role in providing technical assistance for SumTotal’s global customer base. As a member of SumTotal Customer Support, Technical Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal's internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products. The job involves handling and resolving complex technical queries and issues in the areas of product functionality or architecture and defect correction.

DUTIES & RESPONSIBILITIES

  • Develop a deep knowledge the Growth Edition product
  • Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues with respect to courseware
  • Communicating with Skillsoft\SumTotal Account Management via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s software products, and maintaining effective customer relations
  • Escalate top priority, production-critical issues to the appropriate technical staff
  • Maintain ownership of issues until resolution, drive other teams as needed, set customer and internal team-member expectations accordingly.
  • Manage cases in an efficient and effective way in line with Support KPIs, ensuring customers are consistently updated on progress
  • Collaborate with key stakeholders outside the immediate Support team; Sales, Cloud Operations, Engineering and Professional Services
  • Provide guidance, assistance and mentoring support to junior team members and cross-functional teams
  • Maintenance of courseware and demo environments with respect to courseware aspects.
  • Maintenance of customer facing communication with respect to Retired status items.

ESSENTIAL SKILLS, EXPERIENCE & EDUCATION

  • Technical and practical expertise in Courseware and Learning Management System aspects
  • Strong team player with excellent communication skills and customer interaction skills
  • Background in application support and SaaS environment experience and courseware maintenance is advantageous
  • Good problem solving and troubleshooting skills
  • Ability to grow and work in a team
  • Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
  • Must be willing to work in shifts