The Software Support Engineer will be part of the Global Customer Support Team. The focus of this role is providing the first line of support regarding for our software solutions we provide to our customers.
This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment.
What are your tasks as a Software Support Engineer?
Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI’s.
Address and resolve incoming application questions and incidents from end users
Document all pertinent end user identification information and relevant support case informaion in our CRM database
Ability to perform root-cause analysis on recurring system issues
Record, track, and document the problem-solving process
Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
Manage client issue calls, providing status across a portfolio of issues
What are your skills?
Experience in a customer facing role is essential.
You can operate independently as well as in a team.
You have excellent communication skills (written as well as spoke). You are not shy to keep asking questions to our customers to get to the bottom an issue.
Ability to vary communication based on the target audience (ex: SuperUser, IT, C-Level).
Strong understanding of the Microsoft Office Suite
Good understanding of Cloud Computing (Azure) or other SaaS software support.
You must have the ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled
Ability to manage competing priorities working in a fast-paced environment.
You have excellent analytical skills.
Ability to query SQL databases to analyze underlying data in support of issue triage and resolution.
You are customer focused.
What isn’t a must but is a big plus?
Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
Experience in the Microsoft Azure portal, including Application Insights
Exposure to Grafana
Generic knowledge or experience about/with ERP software.
Experience with Waste & Recycling processes or industry.
Azure Fundamentals certification
ITIL v3 or v4 Foundations certification
Experience operating under an agile release delivery methodology.