Desired Skills and Experience

  • Exceeding customer expectations by providing an individually tailored service experience
  • Identify and resolve customer incidents via incoming calls, emails, etc
  • Provide customers with knowledge regarding software functionality and best practices
  • Identify and reproduce software defects for submission to development
  • Provide Customers with root cause analysis and in-depth troubleshooting
  • Meet and exceed Service Level Agreements through effective incident management
  • Performs software implementation, installation and upgrades to MasterControl customers
  • Updates and maintains reports for customers and key internal contacts
  • Provides backup support to other Enterprise Support team members
  • Works directly with Escalation Engineers to assure resolution of critical customer issues
  • Provide and participate in technical training and knowledge transfer for new or complex products
  • As directed, performs special projects
  • Contribute to overall content and quality of knowledge base utilizing Knowledge Centered Support principle‚Äôs
  • Contributes to the departments Key Performance Indicators (KPI)
  • Other duties as assigned
  • Excellent customer relationship and advocacy skills. Demonstrated history preferred
  • MS SQL experience / knowledge required
  • Solid general networking experience (LAN, WAN etc.)
  • Solid understanding of PC and server architecture and inter-connectivity
  • Programming experience / knowledge (Java Script, HTML) helpful
  • LDAP & Active Directory experience / knowledge desirable
  • Oracle experience / knowledge desirable
  • Superior Trouble shooting skills
  • Experience with Enterprise networks (servers, topology, connectivity etc.)
  • Attention to detail
  • Solid writing and communication skills
  • ITIL Certification preferred
  • Four-year technical degree or equivalent experience is required
  • Experience with providing customer centered technical support
  • Generous PTO package of three weeks, increasing after just three years of employment
  • Competitive compensation with annual merit increase reviews
  • 100% medical premium coverage (yes, you read that right!)
  • Dental/Vision Plans
  • 401k Plan
  • Employer Paid Life Insurance Policy ($50K)
  • Great Flexibility
  • Wellness Programs (every employee gets a Fitbit!)