Technical Support Engineer na i3Verticals

JOB TITLE:  Technical Support Engineer

DEPARTMENT:  Technical Support           

REPORTS TO:  Technical Support Manager

JOB LOCATION:  Remote (U. S. Based)

SUMMARY OF POSITION:

The Technical Support Engineer is a dynamic and energetic individual that plays an important role by being the first point of contact for issues reported by our customers on our software products, in a timely and professional manner with a deep commitment to excellent customer satisfaction. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Answers the Technical Support Line to receive new support 
• Monitors the Technical Support Mailbox periodically throughout the day. 
• Logs all new support requests in tracking system. 
• Communicates effectively with customers and 3rd parties daily to resolve issues in a timely manner. 
• Tracks all activity related to each issue and documents progress daily. 
• Follows established escalation procedure to engage secondary support when necessary. 
• Works towards continually gaining extensive knowledge of supported products.  

 MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE): 

• High school diploma or equivalent
• Associates Degree in Computer related studies or equivalent, is preferred. 
•  Minimum of 2+ years of helpdesk experience supporting technical clients. 
•  Experience and extensive knowledge of computer related troubleshooting. 
•  Experience and background using a Windows environment. 
•  Experience and extensive knowledge of computer related troubleshooting. 
•  Experience and background using a Windows environment. 
•  Exposure to Active Directory Exchange Server, and Networking Operating Systems 
•  Exposure to SQL Server 
•  Exposure to Microsoft IIS Web Server Software 
•  Ability to interpret customer business needs and translate them into the application and operation requirements 
•  Excellent people skills to interact and engage with customers 
•  Excellent oral and written communication skills 
•  Ability to type accurately at least of 50 words per minute. 
•  Ability to work in a close team environment.
•  Excellent analytical and problem-solving 

 PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Experience supporting or implementing OnBase 

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York