About the position
The Software Support Engineer will be part of the Global Customer Support Team. The focus of this role is providing the first line of support regarding for our software solutions we provide to our customers. This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment.
Responsibilities
- Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI’s.
- Address and resolve incoming application questions and incidents from end users.
- Document all pertinent end user identification information and relevant support case information in our CRM database.
- Ability to perform root-cause analysis on recurring system issues.
- Record, track, and document the problem-solving process.
- Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues.
- Manage client issue calls, providing status across a portfolio of issues.
Requirements
- Experience in a customer facing role is essential.
- Ability to operate independently as well as in a team.
- Relentless follow up skills.
- Excellent communication skills (written as well as spoken).
- Ability to vary communication based on the target audience (ex: SuperUser, IT, C-Level).
- Strong understanding of the Microsoft Office Suite.
- Good understanding of Cloud Computing (Azure) or other SaaS software support.
- Ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled.
- Ability to manage competing priorities working in a fast-paced environment.
- Excellent analytical skills.
- Ability to quickly learn new software applications.
- Ability to query SQL databases to analyze underlying data in support of issue triage and resolution.
- Ability to drive issue to resolution across a matrixed organization.
- Customer focused.
Nice-to-haves
- Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience.
- Experience in the Microsoft Azure portal, including Application Insights.
- TCP/IP Networking knowledge and troubleshooting.
- Generic knowledge or experience about/with ERP software.
- Experience with Waste & Recycling processes or industry.
- Azure Fundamentals certification.
- ITIL v3 or v4 Foundations certification.
- Experience operating under an agile release delivery methodology.
