Technical Customer Support Engineer - Tier 2

Customer Support - Westford/Chelmsford, MA

E-mail contact: KewillAmericasCareers@kewill.com

We are looking a  Customer Support Engineer to provide Tier 2 technical support to Kewill customers, resellers, and other Kewill engineers. The Engineer will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. 

Primary Responsibilities:

• Respond to contact from Kewill customers, resellers and our professional service engineers, via phone and email.  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 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.

Requirements:

• 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.
•  Database experience is required; knowledge of all or some of the following systems is a plus ( Microsoft operating systems, networking and internet technologies, databases and database management systems, including SQL, MyODBC and MySQL, IIS or Apache, and Microsoft Office Suite)
•  Programming experience is required; knowledge of some or all of the following languages is a plus ( C/C++, Visual Basic or Visual Basic for Applications, and ASP or PHP-based web programming)
• Excellent oral and written communication skills
• Clear demonstration of ability to build effective and satisfying customer relationships.
• Problem-solving skills with complex software installations involving extensive integration with other third-party applications.
•  Ability to work in a fast-paced environment.
• Self-initiative and a passion for follow-through on issues and opportunities.     
• Some travel may be required.

This position will be based initially in Marlborough, MA;  it will be based in the Chelmsford/Westford, MA area when we move to our new facility towards the end of 2008.

Please reference Job Code Tier2/KEW

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/Affirmative Action Employer M/F/D/V.