A fast growing global software company headquartered in Israel is seeking a highly motivated and customer service oriented individual to join the company’s Support team as Level one Support Specialist to support the field team and customers The company offers a challenging work environment competitive compensation and benefits and rewarding career opportunities This is a wonderful opportunity to join a successful company with great people and an excellent professional growth potential Reporting to the Support Manager in Israel the SE will be responsible for the ongoing support and maintenance of implementations and for the continuous success of its customers using the company’s award winning solutions The SE will provide 1st level support for customers and assist the field organization in managing customer issues while improving and enforcing support processes to ensure quality and effective support to the company’s customers Duties and responsibilities Respond to customer issues according to SLA Document all issues in the support call tracking system Answer questions about installation operation configuration customization and usage of the company’s product suite Assist customers by diagnosing problems and providing resolutions Escalate and leverage 2nd level support to address complex issues Assume complete ownership of customer issue until resolved involving multiple inbound and outbound communications Build relationships with the customers keep customers informed of case status product updates and other information Focus on delivering a positive customer experience according to the company’s standards Knowledge and experience Bachelors degree in Computer Science Engineering or Information Systems Minimum of 2 years experience in a support role with an enterprise application software or software platform and tools company Knowledge of application server configuration and setup such as Tomcat JBoss WebLogic and WebSphere Experience working in database environments – proficient in SQL and understanding databases concepts and activities specifically Oracle Experience supporting both Java and net environments applications and protocols and standards such as J2EE HTTP SSL XML JDBC and SQL Platform experience with a variety of operating systems such as Unix Linux Windows Technically savvy and familiar with general computer configuration network administration and tools Experience managing software release and patch updates with customers Software development background andor QA is an advantage Experience working in a technical support role for any application performance management software vendor such as HPMercury CAWily is an advantage Location Midtown NYC Compensation competitive DOE
Dice - 11 months ago
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