Description
The Customer Technical Support & Implementation Engineer will provide application and configuration support of our existing and future software systems. In this position you will receive calls and/or electronic communications from our customers regarding product functionality and work hand in hand with our customers to fully diagnose, troubleshoot and resolve technical issues. This role will also assist in the remote configuration and roll-out of new software implementations at clients.Responsibilities:
- Perform remote implementation services for new client installations of our proprietary web-based software applications.
- Perform advanced level troubleshooting to uncover specific function problem of any issue, typically including application settings, email server and web server integration.
- Work with technical and business resources on the remote installation of our software.
- Receive calls from customers, document issue, trouble shoot and identifies application and configuration related issues
- Troubleshoot both proprietary products and 3rd party applications
- Routinely communicate with the customer on open issues to gain additional information and/or advise them of the status of their reported issue
- Provide account management to specific customers and manage their on-going needs
- Research and determine proper resource to correct problems
- Interact with other departments to resolve customer issues
- Participate in second shift or on-call pager rotation as required
- Test and deploy application fixes in enterprise environments
- Assist, mentor, and brainstorm with other Support and Development team members to resolve issues
- Participate in an on-call rotation
Qualifications:
- 2+ years technical customer support and troubleshooting experience; external customer support ideal
- Four year degree in IT or Computer Science
- Prior knowledge of software used in Banking and Financial Services used within a technical support role preferred
- Strong knowledge of Microsoft IIS, Windows Server technology, web-based technologies
- Database and reporting skills, including experience with MS SQL
- Systems administration and some programming experience preferred
- Excellent verbal and written communication skills
- Exceptional customer service and problem solving skills
- Possess a positive attitude, high-energy, and an eagerness to learn
- Candidate must work well with others in a team setting - interpersonal communication skills, conflict resolution, and negotiating skills are valued
- Ability to participate in after-hours on-call rotation