Technical Support Engineer - Nashville, United States - i3 Verticals

    i3 Verticals
    i3 Verticals Nashville, United States

    1 month ago

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