Lead Technical Support Engineer - Coppell, United States - InfoIMAGE

InfoIMAGE Coppell, United States

4 weeks ago

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Description

Job Description

Job Description

The Lead Technical Support Engineer will oversee a team of tech support engineer to ensure that all tickets and issue reported by internal staff and customer are responded in timely matter.

JOB DESCRIPTION:

Provide second level support to internal and external users for all eStatement Application
Interact with users via email and IM/Chat in the effort to resolve issues in the most efficient manner
Monitor Team Support's ticketing system and work with support engineer to get those ticket resolve
Ensures Standard Operating Procedure (SOP) are followed by support engineering team; evaluates and updates existing department SOP; ensures the best results are delivered by the Support TeamCreate monthly performance dashboard to show the number of tickets the eSupport team receive per month and the average time spend on each ticket.
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issue
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ask customer targeted question to quickly understand the root of the problem
Provide prompt and accurate feedback to customer
Prioritizes and manage several open issues at one time
Working with cross teams, such as Development, Engineer Manager and Offshore team to resolve reported issues and feature enhancements
Contribute documentation to shared knowledge base and actively sharing information across team and department

QUALIFICATION REQUIREMENTS:

Knowledge, Experience and Skill Requirements:

Education:
B.S. in Computer Science or a related field or higher required

Experience and Skills:

2 years experience in technical software application support roles
1+ years of development experience in Java with Spring MVC, REST, Jersey, JPA, JSP
1+ years of experience working with relational database (e.g. Oracle, MySQL)
Ability to provide step-by-step technical help, both written and verbal
Excellent problem solving and communication skills
Ability to diagnose and troubleshoot basic technical issue
Experience with HTML, CSS, AJAX, JavaScript.

*Experience working in a Linux/Unix environment
*Optional knowledge, a plus: Experience with WebService API, Mongo DB,

General Computer Skills:
*Experience with Microsoft Office

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