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Technical Support Engineer, Growth Edition Tier I
Brand: SumTotal
Req#: 496493
Updated: 02/08/2019
Job Type: Regular
Location: Des Moines Iowa
Category: Support
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Job Description

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.

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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