An emerging leader in the development of Enterprise software is looking for a strong team member to join our Clearwater, Florida team. The ideal Technical Support Engineer possesses an excellent customer service attitude, creativeness in troubleshooting and overall problem solving. The position’s duties include: installing, diagnosing, repairing, and upgrading our specialized business process software for our clients. This role is accountable for the daily technical support and upgrades of our software products.
Provide exceptional customer service and issue resolution.
Assist customers with product issues, configuration, integration, and general product usage.
Be an active listener who can show empathy and patience in a non-scripted environment.
Communicate information to a variety of non-technical and technical personnel.
Work in a fast paced, high volume, changing environment.
Learn and strive to gain new knowledge about product and service change.
Collaborate with internal teams regarding customer implementations, upgrades, and ticket escalations.
Be accountable for all assigned work and ensure continued visibility at all times.
Works with project teams and stakeholders to ensure that all activities associated with an assigned project have established proper ownership, responsibility and accountability for work efforts.
Collaborates with QA, Development, Professional Services, and Support teams to create and evaluate recommendations to improve process design.
Document all stages of the customer engagement in a timely and proactive manner.
Coordinate and participate in customer escalations as the lead DocuPhase representative.
Participates in cross-functional problem solving process improvement efforts to understand, document, and improve current processes that drive effectiveness and efficiency
Conduct training sessions as needed in the areas of Process Analysis, Troubleshooting, and Product functionality
Minimum experience required for this position:
Phone and onsite client support (Minimum 2 years experience)
Windows Operating systems and Office support (Minimum 2 years experience)