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Eracent, Inc
Remote, United States (remote)
30+ days ago
Leon County, FL
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Eracent, Inc
Remote, United States (remote)
30+ days ago

Description

PRINCIPAL DUTIES AND RESPONSIBILITIES

We are currently recruiting a Technical Support Engineer to join our team. The ideal candidate will be capable of providing highly skilled technical support while confidently interacting with customers on a day-to-day basis. Experience supporting Eracent ITMC and Discovery module on a technical level will be a plus.

  • Serve as primary contact to dedicated customer accounts
  • Provide exceptional technical support and services effectively to customers and partners. (WebEx, phone, email, on-site visits) to provide support for Eracent products installed at customer sites, including technical support, training, and project management
  • Work with the 2nd Tier team and development staff to resolve issues as needed
  • Provide sales and development staff with customer feedback
  • Maintain customer data (i.e., contact information, server configurations)
  • Perform regular follow-up contact with customers
  • Diagnose, troubleshoot, and resolve escalated, complex, or business-affecting customer issues within the service level target
  • Build strong relationships with customers by understanding workflows and business needs. Handling all incidents with a sense of urgency and professional attitude.
  • Ability to work after-hours support when necessary.


Requirements

KEY COMPETENCIES

  • Customer support/troubleshooting experience in technical/computer environment
  • Computer experience – server and desktop operating systems, SQL Server, IIS, Unix/Linux, Mac, and networking protocols
  • Proactively manage and respond to customer questions, issues, and input accurately
  • Organized, meticulous, self-motivated, and excellent written and oral communication and phone skills.
  • Excellent follow-up of issues from inception through resolution
  • Works well in a dynamic environment, adaptable to shifting priorities, works effectively in a fast-paced environment, handles pressured situations, and responds aptly.
  • Ensure outstanding end-to-end client support experience by proficiently managing incidents and actively communicating their status to clients and management throughout the event’s response cycle.

Job Information

  • Job ID: 65795437
  • Workplace Type: Remote
  • Location:
    Remote, United States
  • Company Name For Job: Eracent, Inc
  • Position Title: Technical Support Engineer
  • Job Function: Information Technology
  • Job Type: Full-Time
  • Job Duration: Indefinite
  • Min Education: Associates Degree
  • Min Experience: 3-5 Years
  • Required Travel: 0-10%
  • Salary: $65,000.00 - $80,000.00 (Yearly Salary)

Eracent is a global leader in the development and delivery of dedicated SAM/ ITAM solutions. An international environment with global customers who rely on our expertise in SAM. With us, you will find a team-oriented work environment. A chance for you to succeed in an environment where you will have the possibility to make a daily impact. For over 20 years, Eracent has provided ITAM and SAM solutions that are consistently recognized in Gartner Market Guides and Magic Quadrants, and which help global Fortune 1000 companies ...

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