We are looking for a Technical Support Engineer to provide Tier 2 technical support to Kewill customers, resellers, and other Kewill engineers. The Technical Support Engineer will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction.
Essential Functions and Responsibilities include:
• Respond to contact from Kewill customers, resellers and our professional service engineers, via phone, e-mail and in person.
• Understand issues and rapidly assess severity level of support requests.
• Resolve complex product, carrier compliance, and hardware-related support issues.
• Triage technical issues, performing defined diagnostic functions.
• Build test environments for debugging highly complex issues.
• Maintain status of issues in a call-tracking system and perform appropriate follow-up on escalated issues.
• Contribute to Knowledge Base in conjunction with the execution of issue resolution duties.
• Convey customer, reseller and other feedback to appropriate functions such as Marketing or Product Development.
• Collaborate with other members of the Support team as well as employees from other departments such as Engineering and Professional Services to resolve customer issues.
• Ability to work the late shift (11AM - 8PM EST ) is required
Required Experience/Skills:
• Bachelor’s degree in computer science or related field.
• Minimum of 2 years of experience in a software support center supporting external customers and resellers.
• Working knowledge of some or all of the following is required: Microsoft Windows 2003, Windows Server 2008, Windows XP/Vista7, Linux
• Working knowledge of some or all of the following databases and database management systems is required: My SQL, Oracle, Microsoft SQL Server, My SQL, Control Center, Toad
• Working knowledge of some or all of the following Web Server applications: Apache HTTP server, Microsoft Internet Information Services(IIS) 5.0 and 6.0, Apache Tomcat
• Working knowledge of some or all of the following languages; C/C++, Java, JBoss and ASP, XML or PHP-based web programming.
• Basic working knowledge of networking and internet technologies, including TCP/IP and FTP
• Excellent communication skills, both oral and written.
• Clearly demonstrated ability to build effective and satisfying customer relationships.
• Demonstrated problem-solving skills with complex software installations involving extensive integration with other third-party applications.
• Proven ability and willingness to work in a fast paced changing environment
• Self-initiative and a passion for follow-through on issues and opportunities.
• Some travel may be required.
This position is based in our Chelmsford, MA office.
When responding please refer to: KEW/TSE2
No unsolicited agency or third party resumes will be accepted.
Kewill will not be responsible for any fees in connection with unsolicited agency or third party resumes.
Please note that due to high call volume, no phone calls will be accepted.
Kewill is an equal opportunity employer.
