Technical Support Engineer

August 2

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Intradiem

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Advanced Intraday Automation • Contact Center Automation • Real-Time Automation • Agent Development & Performance • WFM Automation

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💰 $35M Debt Financing on 2021-11

Description

• Proactively communicate and document issue status to internal teams and customers. • Track and manage issues using standard tools such as Salesforce and Jira. • Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels. • Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems. • Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem. • Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution. • Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email. • Conduct all business in accordance with Intradiem policies and procedures. • Perform all other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field. • Minimum of 2-5 years of experience in a technical product support, development, or in a troubleshooting capacity. • 3+ years of experience in SAAS support • 3+ years of experience in Microsoft SQL Server • 3+ years of experience in Creating SQL Queries • Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor. • Experience with Call Center software or Workforce Management. • Familiarity with software applications and troubleshooting tools. • Knowledge of networking protocol • Salesforce or other comparable CRM experience. • Strong systems administration experience in Windows operating systems. • Proven analytical and problem-solving skills within a technical environment. • Exceptional communicator with the ability to convey information clearly and concisely in both written and oral form. • Must be customer-focused and service-oriented with the ability to thrive in a team environment. • A sense of urgency to serve and contribute to customer success. • Ability to collaborate with team members and others within Intradiem to resolve support issues. • Capability to empathize and adapt to new and different situations by reading the behavior of customers.