Technical Support Professional
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Job Description
Technical Software Support Engineer supporting i2 intelligence-analysis software for enterprise customers. Troubleshooting complex issues, coordinating escalations, and improving customer support processes.
Responsibilities:
- Respond to customer inquiries via phone, email, and chat
- Diagnose and troubleshoot software issues reported by end-users
- Provide step-by-step technical assistance for application problems
- Support enterprise software applications across complex customer environments
- Identify, document, and resolve software bugs and issues
- Own complex or escalated technical issues and coordinate with Development, QA, and Product teams
- Escalate issues to higher-level support or development teams when necessary
- Follow up with customers to ensure issues are fully resolved
- Maintain customer satisfaction through courteous and efficient support
- Provide customers with regular support-ticket status updates
- Document support requests, troubleshooting steps, and resolutions in the ticketing system
- Create and update knowledge base articles and technical documentation
- Maintain accurate records of customer interactions and support activities
- Provide feedback on recurring issues and suggest improvements to Development, QA, and Product teams
- Participate in team meetings and training sessions
- Support coordination of day-to-day team activities, customer coverage, and request prioritization when required
- Provide guidance and support to colleagues and promote knowledge sharing
- Identify support-request trends and recommend improvements to software performance and user experience
- Stay current with software updates, industry trends, and support best practices
- Contribute to team processes, technical knowledge, and support practices
- Perform other duties as assigned
Requirements:
- Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience (Essential)
- Proven experience in a technical support or help desk role (Desirable)
- Experience supporting enterprise software applications in complex customer environments (Desirable)
- Experience with software troubleshooting and diagnostic tools (Desirable)
- Familiarity with ticketing systems and customer support software, e.g., Salesforce and JIRA (Desirable)
- Familiarity with i2 Software (Desirable)
- Previous experience in a senior, lead, mentoring, or coordinating role within a technical support environment (Desirable)
- Proficiency in Windows, macOS, and Linux (Desirable)
- Knowledge of relational database systems including MS SQL, MS Access, DB2, Postgres, or Oracle (Desirable)
- Understanding of networking fundamentals and protocols (Desirable)
- Ability to troubleshoot enterprise applications, operating systems, databases, and network environments (Desirable)
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical abilities
- Ability to work independently and collaboratively as part of a geographically distributed international team
- Ability to provide guidance and support to colleagues
- Sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations
- Strong organizational skills and ability to prioritize competing customer and technical requirements
- Patience and a positive attitude when dealing with challenging customer situations
Benefits:
- Remote work environment
- Occasional scheduled weekend support coverage
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