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Support Solutions Engineer (Tier 3)

Chicago, Illinois
We are seeking an experienced customer support technician who has solid knowledge in document management, BPM/workflow, and web services interfaces.
This position requires a self-motivated, customer-focused professional with strong follow-through who consistently keeps commitments to customers and fellow employees. You will be the escalation point for Tier 3 support and must ensure that each interaction is handled with a professional attitude and a superior level of service.  Our customers expect that you exemplify the passionate employee, who knows the right answer to their problems.
Responsibilities
  • Work directly with customers and colleagues to research, troubleshoot, and resolve document management issues in a timely manner (Tier 3 support)
  • Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements
  • Act as a technical gateway between Support and Professional Services and Product Engineering and Operations
  • Document your customer communications effectively in the support ticketing system, meeting company standards
  • Contribute to a library of internal and customer-facing technical content
  • Test customer problems and log issues to development, working with developers to figure out a solution
  • Effectively prioritize and escalate customer issues as required
  • Participate in our evolving 24X7 global coverage plan
Requirements:
  • 5+ yrs technical support for enterprise business applications
  • 1-2 yrs practical programming experience
  • Bachelor's degree in Computer Science or related technology
  • Firm understanding of technology stacks
  • Excellent written/verbal skills & experience with external customer support
Nice to Haves:
  • Familiarity with Salesforce.com, APIs (REST/SOAP)
  • Familiarity with monitoring tools (Dynatrace), authentication technologies
  • Experience troubleshooting in SaaS environment w/assertive deploy schedule
  • Practical experience with C#, .NET or JavaScript
  • Familiarity with Enterprise Content Management systems
  • Excellent analytical, problem solving, multi-tasking skills
  • Able to absorb new technologies and features quickly
  • Work independently or as part of a team
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