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’s
- 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!)