SumTotal
Systems, LLC, the largest independent provider of integrated human
resources (HR) solutions, is increasing the performance of some of the world’s
most successful organizations. The only HR solution provider to deliver Talent
Expansion, a whole new approach to discovering, developing and unleashing
hidden potential within our customers’ workforce, SumTotal delivers employee
enablement solutions that help organizations become great places to work.
SumTotal’s people-focused applications, available on premise and in the Cloud,
enable contextual, just-in-time development designed to advance employees’
skills and knowledge. Today, more than 3,500 organizations, including several
of Fortune’s “Best Places to Work,” rely on SumTotal’s on premise and
cloud-based Talent Expansion applications to enable and empower their
employees.
SUMMARY JOB DESCRIPTION
Technical Support Engineer
will play a critical role in providing technical assistance for SumTotal’s
global customer base. 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 job
involves handling and resolving complex technical queries and issues in the
areas of product functionality or architecture and defect correction.
DUTIES & RESPONSIBILITIES
- Develop
a deep knowledge the Growth Edition product
- Solve
basic common user problems in real time, including software functionality
problems and questions; data communication/networking troubleshooting;
installation problems and questions; and OS and browser related issues
with respect to courseware
- Communicating
with Skillsoft\SumTotal Account Management via telephone, email, or other
media as applicable regarding technically complex problems identified in
SumTotal’s software products, and maintaining effective customer relations
- Escalate
top priority, production-critical issues to the appropriate technical
staff
- Maintain
ownership of issues until resolution, drive other teams as needed, set
customer and internal team-member expectations accordingly.
- Manage
cases in an efficient and effective way in line with Support KPIs,
ensuring customers are consistently updated on progress
- Collaborate
with key stakeholders outside the immediate Support team; Sales, Cloud
Operations, Engineering and Professional Services
- Provide
guidance, assistance and mentoring support to junior team members and
cross-functional teams
- Maintenance
of courseware and demo environments with respect to courseware aspects.
- Maintenance
of customer facing communication with respect to Retired status items.
ESSENTIAL
SKILLS, EXPERIENCE & EDUCATION
- Technical
and practical expertise in Courseware and Learning Management System
aspects
- Strong
team player with excellent communication skills and customer interaction
skills
- Background
in application support and SaaS environment experience and courseware maintenance
is advantageous
- Good
problem solving and troubleshooting skills
- Ability
to grow and work in a team
- Graduation
in Engineering / Sciences or a Post graduate degree in Computer Sciences
- Must
be willing to work in shifts
SumTotal Systems is an equal opportunity
employer (EOE) and strongly supports diversity in the work place. For additional corporate information and job
opportunities, please visit: www.sumtotalsystems.com.
|