Customer Support Engineer
AtHoc, Inc. - San Mateo, CA

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As part of AtHoc Customer Support team, you will be responsible for all Customer Support activities related to AtHoc products amongst all customers worldwide.

  • Provide high quality customer support with resolutions per SLA
  • Willingness to work some weekends to support 24x7x365
  • Diagnose, document and track cases to closure
  • Maintain high customer satisfaction and strong relationships with customers
  • Lead escalations working with Engineering, Services and Account Management teams
  • Enhance knowledgebase, documentation and support policies and procedures
  • Communicate effectively with customers, peers and management
  • Flexible to work morning shift 6-3pm if/when required otherwise typical day shift from 8am to 5pm
  • BS in Computer Science, Engineering or equivalent experience in software technology
  • 5+ years of experience in supporting scalable enterprise software
  • Experience with MS Windows administration is required
  • Experience with IIS Server or any Web server or Web based programming is a plus
  • SQL Server, Sybase, Oracle or any Database administration, programming or User knowledge is a plus
  • Good Escalation management. Must have resolved major escalations to technical completion.
  • Good Case Management and documentation skills is required
  • Experience with SalesForce, Remedy or any Case Tracking system is optional
  • Exceptional analytical skills to identify patterns and trends for debugging issues
  • Excellent interpersonal and customer service skills
  • Must pay attention to detail, ability to work and succeed in a fast-paced environment
  • Self-directed with a strong sense of ownership.