Axonom is seeking versatile and talented CRM Support Engineers to help Axonom's clients resolve various support issues in their CRM system.
The most commonly supported applications include Microsoft CRM and Axonom's award winning Powertrak Customer Relationship Management Applications.
Axonom is seeking full time candidates to fill this position.
CRM Support Engineers are the technical support contact for most support incidents reported by Axonom's clients; including both direct customers (1st tier support) and partners (2nd tier support).
Approximately 75% of the time will be spent providing remote support from Axonom's office via e-mail and phone. CRM Support Engineers will be responsible for managing all aspects of the technical
support relationship, from initial contact to case resolution.
The ideal candidate will possess outstanding communication and interpersonal skills, as well as an exceptional ability to problem solve. CRM Support Engineers work directly with Support Management,
Professional Services, and Development to meet customer service level commitments, increase customer satisfaction, and resolve customer issues.
Being responsive and thorough in addressing customer support issues
Reproducing customer issues with their CRM system
Managing customer expectations
Working with customers to resolve complex programming issues
Reporting design, reliability, and maintenance problems or bugs to Software Development
Being responsible for specific QA and Development tasks
Assisting the professional services organization with the implementation of customer requested projects
Maintaining Axonom's internal servers and PC's
Managing Axonom's Support website and newsletter
Providing Customers and Partners with purchased software via Axonom's FTP site and shipping CD's
Identifying best practices, and developing repeatable procedures to streamline customer support processes
Knowledge of MS Windows OS, MS Exchange, and MS Office
Experience programming in .NET, SQL Server, Visual Basic is preferred
A graduate or near-graduate of a Computer Science related degree from 4-Year College or University
Axonom, Inc. - 23 months ago
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