Technical Support Engineer

Salary depends on experience
Posted on 11/16/17
Manchester, NH
Software
Salary depends on experience
Posted on 11/16/17

Overview

We're looking for a technically minded team player that loves solving puzzles! Scribe's data integration software offers market leading functionality and ease of use for customers. In addition to getting the chance to work with world class technically. you'd also get to work with a world class team. As a Technical Support Engineer, you'd be responsible for combining software technical support and systems analysis skills focused on helping Scribe's users be more successful using our products. This individual must have great communication and analytical skills.

 

Interested in this full time opportunity at our fun corporate headquarters in Manchester, NH? Read on to learn more and apply now!

Responsibilities

  • Provide front line technical support to Scribe users
  • Collect information from customers via phone, email, virtual meetings
  • Use technical expertise to troubleshoot system errors, failed processing attempts, or other technical issues reported by the customer in an unscripted environment
  • Follow documented support procedures and adhere to published service level agreements
  • Clearly document problem descriptions, defects, and resolutions in the technical support systems and ensure that the essential information needed to work on the case has been captured
  • Work directly with customers using desktop sharing tools or phone
  • Maintain technical knowledge of all supported Scribe products through internal training and hands on experience
  • Escalate cases in a timely manner to Scribe Level 2 Support Engineers
  • Contribute to the development of support resources such as knowledge base articles
  • Maintain the highest level of client satisfaction
  • Maintain a professional demeanor in the office and when interacting with clients

Qualifications

  • Positive 'get it done' attitude
  • Ability to de-escalate customer concerns while maintaining superior level of service
  • Demonstrated self-starter with driven customer-first mindset
  • Strong oral and written communication skills with a demonstrated ability to speak, write, and communicate effectively in English
  • Strong problem-solving skills and the ability to “think outside of the box”
  • Well-developed organizational skills, a detail orientation and the ability to work both independently and as part of a team are essential
  • Basic experience with relational databases, SQL queries, and data conversion/integration
  • Experience with business applications such as Microsoft Dynamics, Salesforce or other business applications is a plus
  • Experience with Windows administration and networking or internet networking is a plus
  • Desire to learn new things
  • Flexibility with scheduling is required for occasional night and weekend coverage

 

Education

  • BA/BS Degree in computer related course of study
  • Computer and software certifications are a plus

2017-1066

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