Opening: Software Technical Support Representative (FTE)
Danube Technologies, Inc. is the developer and publisher of the industry leading ScrumWorks® project management system. This job opening pertains to a full time position as a Technical Support Representative and Systems Administrator handling customer support issues and internal server and desktop administration.
The Support Representative's primary function is to handle first response to all help requests submitted via phone, email, or through our online ticketing system. The Representative will attempt to resolve issues and if a resolution cannot be found, they are responsible for escalating the issue for further analysis. In addition, this position will create and maintain frequently asked questions and other help desk job aid documents.
Responsibilities:
In your introduction, please tell us why you're interested in working at Danube. No phone-calls please. We'll do our best to keep applicants in the loop as to where we're at in the process.
Danube Technologies, Inc. is an equal opportunity employer.
The Support Representative's primary function is to handle first response to all help requests submitted via phone, email, or through our online ticketing system. The Representative will attempt to resolve issues and if a resolution cannot be found, they are responsible for escalating the issue for further analysis. In addition, this position will create and maintain frequently asked questions and other help desk job aid documents.
Responsibilities:
- Respond to end users support requests via email, chat, and telephone
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation software, hardware, and peripherals
- Prioritize and schedule work requests with the appropriate staff member
- Document support cases in CRM system, escalate cases according to escalation rules
- Search for and identify appropriate solutions from solutions database
- Identify and learn appropriate software and hardware used and supported by the organization
- Liaise with third-party support and equipment vendors
- Develop "How To" documentation and "Frequently Asked Questions" lists for end users
- Provide training and support to staff on computer operation
- College degree in computer science (or related) or five years equivalent work experience
- Excellent technical knowledge of server platforms including Windows, Macintosh OS X, and Linux
- Experience with desktop and server operating systems, including Windows 2000 Server/XP/Vista/2003 Server
- Strong willingness to learn new technologies and processes
- Customer Service skills to deal with branch personnel and external customers, able to work effectively across all levels of development, support and peers.
- Strong written and verbal communication skills
- Strong problems solving skills and follow-up skills
- Experience supporting the JBoss Application server
- Technology certifications highly desirable
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
- Occasional inspection of cables in floors and ceilings
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
- Some travel may be required for the purpose of off-site software, hardware and system applications validation and evaluation
In your introduction, please tell us why you're interested in working at Danube. No phone-calls please. We'll do our best to keep applicants in the loop as to where we're at in the process.
Danube Technologies, Inc. is an equal opportunity employer.