Associate Client Support Engineer at Ensono in Boise, Idaho, United States Job Description Associate Client Support EngineerRemote - United StatesJR010134 Ensono is looking for an Associate Client Support Engineer to join the team. The shift will be a rotating schedule. Week 1 is Sunday, Monday and Tuesday from 7:30 pm - 8:00 am CST and Week 2 is Sunday, Monday, Tuesday and Wednesday from 7:30 pm - 8:00 am CST. Training will be a shadow experience on day shift hours, 2-4 weeks with some flexibility. Reporting to the Team Leader you'll be part of a 1st Line support team, supporting the mission critical infrastructure of Ensono's clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes. The 1st Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively: Managing all incident/requests logged into the queue. Managing client communication on all issues and requests. Proactively reviewing high level problem management. Reducing the number of repeat issues through route cause analysis Building strong client relationships by becoming a point of contact for clients Working with internal departments to mitigate client concerns. You'll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal - 'Ensono University', you'll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer - Level 2 position. Key Responsibilities Respond to client issues received by telephone, voice mail, e-mail and via our customer portal. Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines. Respond to system alerts, incidents, and service requests in a timely manner, adhering to defined service level agreements (SLAs). Manage and complete scheduled tasks on time. Ensure effective client communications take place. Monitor system performance, proactively identify potential issues, and resolve them promptly to minimize downtime and maximize sys To view full details and how to apply, please login or create a Job Seeker account