Software Customer Support Engineer — Level 1 & 2

Job Type

Full Time, W2 with benefits

Location

Flexible, telecommute, locations along the west coast preferred

Skill and Education Requirements

  • Bachelor’s degree or above in computer science or related field
  • 2 years+ software customer support experience would be a bonus

Duties and Responsibilities

  • Provide outstanding customer service through installation, training and maintenance of software.
  • Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with company processes.
  • Work with customer or customer support contacts to resolve technical problems with software.
  • Maintain overall ownership of a user’s issue & service ensuring that they receive a resolution within a reasonable timeframe.
  • Provide initial assessment of urgency and business impact on all service calls.
  • Manage service requests, software installations, new setups, upgrades, etc.
  • Record support progress, update, resolutions in the Help Desk.
  • Prioritize enhancement requests to development team, and drive resolution on escalated customer issues, and address customer needs through the defined processes.
  • Perform effective diagnosis, troubleshooting of software issues
  • Real time technical documentation including but not limited to: writing articles, creating wiki pages, operational protocols, demonstration videos etc.
  • Custom interface programming and maintenance
  • Testing new features/releases
  • Along with other members of the support team, Employee shall provide after business hours on-call on a schedule to be arranged.
  • Ability to handle customer complaints and communicate to the appropriate manager
  • Other required duties as assigned

Requirements

  • Highly motivated, responsible individuals with outstanding customer service skills in a remote working environment
  • Ability to work independently and to work with a remote team environment.
  • Excellent verbal and written communication skills. Ability to communicate technically dense issues to an audience that may not have in-depth technical knowledge, understanding what technical information to say and how to say it to the customer.
  • Fast learner, excellent troubleshooting and diagnostic skills

Compensation and Benefits

  • Based on qualifications and experience, we offer a competitive salary and benefits package, including medical, dental, and vision insurance, vacation time, employer sponsored 401K.

References

  • At least two independent and recent references are required.

How to Apply

Please submit a cover letter and most recent CV to HR@onepacs.com