Candidate should have 4-year college degree or equivalent with 1 to 2 years of experience in a technical support role
Excellent trouble-shooting and analytical skills, desire to solve problems and make things work
Must have excellent written and verbal English communication skills
Ability to interact politely with the occasional difficult customer
Ability to manage multiple tasks and set appropriate priorities
Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program
Experience with database concepts, web-based technologies, and operating systems
Good judgment, capacity to independently evaluate situations and identify the optimum course of action
Initiative in seeking ways to contribute to the success of the company that go beyond a narrow definition of job responsibilities
Programming or IT/ System Admin experience is a plus
Experience with Linux, IIS, and MySQL a plus
Job Responsibilities-
Answer and respond to phone, email, and chat inquiries from our customers
Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
Assist with software installations
Follow all ticket SLA and notation departmental guidelines
Document issues, file and follow up on customer problem tickets
Work with the Engineering team to resolve customer problems
Learn our software product inside and out
Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel, and Salesforce
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