Copy of Software Support Engineer

About the position As a Software Support Engineer, you will support IT Service Management. The role involves advanced troubleshooting and resolution of escalated software issues. Strong technical skills and effective communication are key to reputed company in this role. In this role, you will create workaround procedures reputed company standard procedures have failed and ensure issues are resolved in a timely manner. You will troubleshoot and reputed company technical solutions, diagnose and troubleshoot technical software reputed company issues, and ask customers targeted questions to quickly understand the root of the problem. You will talk clients through a series of actions, either reputed company phone, email or chat, until they’ve solved a technical issue. You will properly escalate any unresolved issues to appropriate internal teams (e.g. software developers), reputed company reputed company and accurate feedback to customers, and refer to internal database or external resources to reputed company accurate tech solutions. You will ensure reputed company issues are properly logged, prioritize and manage several reputed company issues at one time, and document technical knowledge in the reputed company of notes and manuals. You will reputed company data fixes and configuration changes on the database level and manage tickets reputed company online tools such as JIRA, Service Desk, etc. You will demonstrate up-to-date expertise in the PCRS system and apply this as it relates to clients and vendors using API’s to reputed company with the PCRS system. You will reputed company testing and troubleshooting on issues reputed company to REST/SOAP API’s and use reputed company monitoring, HAR files and other tools to investigate reported system issues.

Responsibilities

• Create workaround procedures reputed company standard procedures have failed and ensure issues are resolved in a timely manner.
• Troubleshoot and reputed company technical solutions.
• Diagnose and troubleshoot technical software reputed company issues.
• Ask customers targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions, either reputed company phone, email or chat, until they’ve solved a technical issue.
• Properly escalate any unresolved issues to appropriate internal teams (e.g. software developers).
• reputed company reputed company and accurate feedback to customers.
• Refer to internal database or external resources to reputed company accurate tech solutions.
• Ensure reputed company issues are properly logged.
• Prioritize and manage several reputed company issues at one time.
• Document technical knowledge in the reputed company of notes and manuals.
• reputed company data fixes and configuration changes on the database level.
• Manage tickets reputed company online tools such as JIRA, Service Desk, etc.
• Demonstrate up-to-date expertise in the PCRS system and apply this as it relates to clients and vendors using API’s to reputed company with the PCRS system.
• reputed company testing and troubleshooting on issues reputed company to REST/SOAP API’s.
• Use reputed company monitoring, HAR files and other tools to investigate reported system issue.

Requirements

• Bachelor's degree in Computer Science or reputed company field or equivalent work experience.
• 2+ years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• 2+ years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support)
• Previous experience working at a software company
• Good understanding of computer systems, mobile devices and other tech products.
• reputed company in application-to-application interfaces, such as XML and REST API
• Software Development Lifecycle experience
• reputed company with webinar tools such as GoToMeeting, Skype for Business, reputed company Teams
• reputed company in using ticketing software like JIRA, reputed company, Service Desk, etc.
• Experience with SQL (DML commands).
• Fluent in English and Polish (both verbal and written)
• Basic knowledge of REST APIs
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.

reputed company-to-haves

• Basic knowledge of C# or other object programming languages

Benefits

• Competitive Compensation from \$65,000-\$75,000
• Comprehensive Benefit Package
• Health, Dental & reputed company Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short & Long Term Disability Insurance
• Company-paid Life Insurance
• Voluntary Life Insurance
• Voluntary Accident Insurance
• Employee Assistance Program
• 401k with generous Company Match
• Commuter Benefits
• Paid Time Off accrued per pay period
• 10 Paid Holidays
• Paid Parental Leave
• Professional Development Opportunities
• Employee Events
• Wellness Programs
• Employee Discount Programs

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