Job Description:
The Technical Support Engineer (Tier 2) is responsible for handling escalated cases, which may involve all manner of problem types. They will also be accountable for working with teammates to increase competency and further ensuring quality. The Technical Support Engineer will be called upon to participate in client engagements with Inside Sales.
Job Responsibilities:
In-depth understanding (“expert user”) of the functionality and capability of Technical Support tools
Ability to use his/her skills to effectively handle and resolve inbound customer service requests
Ability to handle calls of both a technical and non-technical nature
Ability to produce effective incident reports and documentation of procedures
Identifying opportunities to improve current work processes
Liaison with client and ensure clients’ needs are met
Provide constructive training and feedback to junior support personnel
Ensure service level agreements are being met within the Technical Support center at all times
Job Requirements:
Post-secondary education in a related field or an equivalent combination of training and experience
Previous experience (2+ years) working in a Technical Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers.
Ability to communicate information and ideas clearly and concisely, orally and in writing
Excellent time management and organizational skills; you must be results and deadline oriented.
The ability to function in a team-oriented environment
Understand and utilize new technologies / systems
Strong analytical and troubleshooting skills; proactive in short and long-term problem solving
Ability and willingness to learn and participate in ongoing education
The ability to capture and manage client requirements and expectations
Skills Required:
Ability to communicate information and ideas clearly and concisely, orally and in writing
In depth knowledge of all Windows Operating Systems, Windows Active Directory, Microsoft Office Suite applications and all common Internet browser applications
Experience in web based application development using common programming languages (Microsoft .NET/ASP, JSON, Java, PHP, etc…)
In depth knowledge of common Internet communication protocols
Experience in Microsoft SQL administration and SQL programming
Experience in the administration of common web server applications such as MS IIS, Apache, Tomcat, etc…
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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