Job Description:
The Sr. Technical Support Engineer supports internal teams and clients in the scoping, design, development and implementation of application integration solutions that facilitate the delivery of Skillsoft’s services to client audiences. Additionally, this position is responsible for project managing complex and sensitive investigations into client reported issues that are impacting the successful use of Skillsoft applications within client environments.
Job Responsibilities:
Lead solution design initiatives that facilitate the delivery of Skillsoft’s services to client audiences
Facilitate the implementation of client application integration solutions
Field inbound customer support requests
Handle requests of both a technical and non-technical nature
Lead complex and sensitive investigations into client reported issues
Work closely with client account management teams to ensure customer satisfaction
Produce effective incident reports and documentation of procedures
Document details related to client specific deployment solutions
Demonstrate initiative in learning and assisting colleagues with new and existing technologies
Identify opportunities to improve current work processes
Job Requirements:
Post-secondary education in the Information Technology field, or an equivalent combination of training and experience
Previous experience (minimum 3 years) working in a Technical Support or Customer Service role for an e-business company, internet service provider or software vendor
Ability to function in a team-oriented environment
Experience providing service to both consumers and corporate customers
Demonstrated competencies in the areas of customer satisfaction and effective time management
Excellent analytical and troubleshooting skills
Ability and willingness to learn and participate in ongoing education
Ability to capture and manage client requirements and expectations
Excellent time management and organizational skills; you must be results and deadline oriented
Skills Required:
Ability to communicate information and ideas clearly and concisely, orally and in writing
Expert level knowledge of all Windows Operating Systems, Windows Active Directory, Microsoft Office Suite applications and all common Internet browser applications
Expert level knowledge of common Internet communication protocols, including SOAP and SAML standards
Experience in web based application development using common programming languages (Microsoft .NET/ASP, JSON, Java, PHP, etc…)
Experience in the administration of common web server applications such as MS IIS, Apache, Tomcat
Familiarity with common network security and management devices/applications, including proxy servers and firewalls
Familiarity with AICC / SCORM standards is beneficial
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