Technical Support Engineer - Nashville, United States - i3 Verticals Management Services, Inc.

    i3 Verticals Management Services, Inc.
    i3 Verticals Management Services, Inc. Nashville, United States

    4 weeks ago

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    Description
    Job Description

    Job Description


    JOB TITLE:
    Technical Support Engineer


    DEPARTMENT:
    Technical Support


    REPORTS TO:
    Technical Support Manager


    SUPERVISORY RESPONSIBILITIES:
    No


    JOB LOCATION:
    Remote


    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):
    Associates Degree in Computer related studies or equivalent.
    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
    Experience with C# and JavaScript

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