Technical Support Representative

Job Description

You will be a part of our Technical Customer Support team, responsible for handling technical customer support for our product by phone, web, and email and working with developers to resolve critical issues for customers in a timely manner.

In addition, once experienced on our product, you will be engaged in designing and implementing the software solution to meet the business needs of clients that range from industry giants such as Chevron and NEC to tiny startups. Each customer needs something different, and we are hiring support analysts who will find creative solutions for these requirements.

This requires a deep understanding of the software and the ability to see issues from the customer's perspective. The breakthrough we made at Agiloft is that the software can be configured to meet all these different needs without writing a line of code. Everything is done through a wizard-based customization interface using a standard browser.

The ideal candidate has a strong analytical and logical mind, a technical background, good judgment, people skills, and excellent attention to detail in this position. They would show initiative in seeking ways to contribute to the success of the company that go beyond a narrow definition of job responsibilities.

The ideal candidate has 3 years of experience in a technical support role.



Job Responsibilities

· Answer and respond to phone, email and chat inquiries from our customers.

· Assist with software installations.

· Document issues, file and follow up on customer problem tickets.

· Work with the Engineering team to resolve customer problems.

· Learn our software product inside and out.

· Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel and Salesforce.

Job Requirements

· 3 years of experience in a technical support role.

· 4 year college degree preferred.

· Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.

· Experience with database concepts, web-based technologies, and operating systems.

· Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.

· Good judgment, capacity to independently evaluate situations and identify the optimum course of action.

· Excellent written and verbal English communication skills.

· Ability to interact politely with the occasional difficult customer.

· Ability to manage multiple tasks and set appropriate priorities.

· Programming or IT/Sys Admin experience a plus.