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Technical Support Engineer
Brand: SumTotal
Req#: 478044
# of Positions: 0
Updated: 10/10/2018
Job Type: Regular
Location: Hyderabad India
Category: Support
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Job Description

JOB TITLE: Senior Technical Support Engineer

DEPARTMENT: Customer Support

 

 

 

SUMMARY JOB DESCRIPTION

SumTotal Systems provides business performance improving products, services and solutions that help customers increase revenues, decrease expenses and reduce operational cycle time. We provide an integrated suite of business performance management applications that help customers deliver, manage and measure learning to solve specific business problems. 

 

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 Senior Technical Support Engineer is expected to take on more complex support incidents, be self directed,  be able to determine and set own priorities as well as for others, and provide guidance and leadership to more junior members of the team.  This role is also expected to take on “technical account management” duties when one or more customer requires a coordinated and focused approach to managing a set of open issues to a satisfactory resolution.

 

We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in Internet technology.  Please note this is not an IT desktop or systems administrator position.

 

DUTIES & RESPONSIBILITIES

·         Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s software products, and maintaining effective customer relations

·         Solve product related issues in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues

·         Escalate top priority, production-critical issues to the appropriate technical staff

·         Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly 

·         Developing a deep knowledge of SumTotal’s range of enterprise products

·         Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly.

 

 

Desired Qualifications and Experience:

·         Strong team player with excellent communication skills and customer interaction skills

·         Self- motivated and self- managing

·         2-5 years’ experience in software technical support

·         BS/MS Computer Science, Engineering or equivalent demonstrable experience

·         Good understanding of Windows 2000 Server, IIS, ASP.Net, SQL – Server and/or Oracle.

·         Strong customer service focus and good  problem solving skills

·         Strong communication skills and the ability to work in a team environment

·         Knowledge of support processes and metrics

·         Effective and demonstrated team management skills

·         Dynamic and Driven

·         Out of box / creative thinking to resolve issues

·         Resolve incidents in a timely manner as per SLA’s.

 

 

SumTotal Systems is an EOE and strongly supports diversity in the workplace.





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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law