Software Support Engineer
Cranel, Inc. - Columbus, OH

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As a Value-Added Distributor, we help our customers succeed and prosper by assisting businesses with a wide variety of hardware, software and service solutions ranging from capture and ECM to storage.

Position Summary:

Provide 1st and 2nd level technical support for specific software products which are associated with the Cranel Advance Products portfolio.

Essential Responsibilities:

  • Acts as liaison between the customer, reseller and vendor while working closely with the Channel System Engineers to ensure the desired level of service is maintained.
  • Manages day-to-day service issues as well as special assignments when assigned.
  • Ensures problem resolution by:

o Maintaining and tracking updates gathered by technical resources, vendors and web sites,
o Keeps customers updated on the status of their issues and its resolution using our call management system.

  • A strong dedication to quality customer service and a working knowledge of service delivery procedures.
  • Strong verbal interpersonal and communication skills required.
  • Must exhibit strong initiative and assertiveness having the ability to organize work in an efficient manner.
  • Ability to clearly articulate concepts; interact with vendors, sales representatives, and customers required.
  • Must work well under stress and time constraints.
  • Assist Channel Systems Engineers with maintaining a working lab environment.

Educational Requirements:

  • Bachelor's Degree or advanced education in Computer Science or equivalent experience/training towards technical certification. Associate’s or higher college degree is preferred.
  • Microsoft Certifications are a plus.

Experience Requirements (including knowledge, skills and abilities):

  • A minimum of 2 years’ experience in a software support desk environment or similar experience required.
  • Direct experience with Systems Administration and Configuration associated with the Microsoft Windows Environment is a plus.
  • Direct experience with database platforms is helpful.
  • Relevant business/industry experience providing or supporting Cost Accounting, Production Printing, Document Management, or Enterprise Content Management solutions desired.
  • Knowledge in at least one of the following applications highly desired: uniFLOW, Equitrac, nQueue, Pharos, PaperCut
  • Direct experience using WebEx or other remote access products is helpful.
  • Working knowledge of the ECM and print management products is helpful.

Cranel offers a competitive salary and benefits package, including 401(K) Plan. EOE