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Applications Engineer

In Massachusetts / United States

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Applications Engineer   

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JOB TITLE:

Applications Engineer

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

US-OR-Portland Massachusetts / United States

JOB DESCRIPTION:

Role Description: Software Support Specialist to join our work from home Support Team. The Software Support department provides application and account
support for all customer-facing applications. We are responsible for ensuring positive client experience through high-quality service and communication.
We handle client support related to incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation
and follow up.. . Responsibilities/Duties. - Function as a subject matter expert within customer systems and how end users access software or resources..
- Troubleshoot issues within proprietary software.. - Accurately identify the root-cause through researching, testing and replicating issues..
- Triage inbound support related issues. Provide user-friendly explanations..
- Inbound sources for support are telephone, emails and chat..
- Manage Support Cases for all interactions using internal ticketing systems..
- Clearly communicate updates and resolution in appropriate terms directly with customers in writing or via phone..
- Track 100% of customer interactions to keep accurate records of impact for the future growth of the team..
- Effectively prioritize and escalate tickets to Senior Client Support Specialists following defined paths of escalation. .
- Collaborate with upper levels of support within the Software Support team, owning resolutions as necessary..
- Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.

Position Details

POSTED:

Apr 19, 2022

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S16445520090919

LOCATION:

Massachusetts / United States

CITY:

US-OR-Portland

Job Origin:

Jobsrus_organic_feed

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

Applications Engineer    Apply

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Role Description: Software Support Specialist to join our work from home Support Team. The Software Support department provides application and account
support for all customer-facing applications. We are responsible for ensuring positive client experience through high-quality service and communication.
We handle client support related to incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation
and follow up.. . Responsibilities/Duties. - Function as a subject matter expert within customer systems and how end users access software or resources..
- Troubleshoot issues within proprietary software.. - Accurately identify the root-cause through researching, testing and replicating issues..
- Triage inbound support related issues. Provide user-friendly explanations..
- Inbound sources for support are telephone, emails and chat..
- Manage Support Cases for all interactions using internal ticketing systems..
- Clearly communicate updates and resolution in appropriate terms directly with customers in writing or via phone..
- Track 100% of customer interactions to keep accurate records of impact for the future growth of the team..
- Effectively prioritize and escalate tickets to Senior Client Support Specialists following defined paths of escalation. .
- Collaborate with upper levels of support within the Software Support team, owning resolutions as necessary..
- Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.


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