What are the responsibilities and job description for the Technical Support Engineer position at i3 Verticals?
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
