Software Support Engineer

ANCILE Solutions, Inc.
Elkridge, MD
Apr 16, 2018
Apr 27, 2018
Full Time
Working within ANCILE's Customer Support team, provide technical support via multichannel support to customers across the globe. Assist customers with knowledge base and technical challenges encountered when using ANCILE's proprietary software as well as standard applications (IE, Firefox, Windows, Office) that are used in conjunction with our solutions. Perform customer onboarding and retention activities that maximize our customer's return on investment. Participate in the creation of knowledgebase articles, learning content, forum moderation and blog posts. This is not a traditional Help Desk position but rather a technical support position within a customer support organization that supports ANCILE's proprietary software products. An elevated level of customer-support and professionalism is required and expected. Strong interpersonal, verbal/telephone, written communication skills, and excellent troubleshooting ability are essential in this customer-oriented environment. This customer support environment has a wide-range of day-to day responsibilities, so flexibility is a must. Educational Requirements: Bachelor's degree or equivalent job experience Required Skills: Demonstrated ability to troubleshoot Windows OS (Win10, Win 7, Win Vista); Windows Server (2003, 2008, 2012); internet and web browser; network; and database related issues Basic skills and understanding of HTML/CSS/XML Ability to independently research, analyze and provide resolutions to technically complex issues Self-motivated with the desire to learn new technologies, expand knowledge, and continually grow Ability to clearly and effectively communicate (written and verbally) with globally located customers and coworkers of varying technical abilities Calm and friendly presence and enjoy working in a highly collaborative environment; good interpersonal skills and ability to work well with others Able to work in a fast paced environment with competing priorities, and able to quickly adjust to change. Desired Skills: Familiarity with Microsoft Windows Servers, Microsoft SQL, IBM DB2, Oracle and IIS Familiarity with advanced web technologies including XSL, XSLT Experience supporting customers using cloud-based applications Familiarity or experience working in an Agile organization Experience using Zendesk Customer Service Software Experience performing outbound customer retention activities Experience onboarding customers on new software platforms or applications Experience increasing solution adoption Microsoft Certified Professional (MCP) Experience utilizing Knowledge-Centered Support (KCS) Work Location: Elkridge, MD

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