Senior Technical Support Engineer #00158

 

 

Senior Technical Support Engineer

Reference #00158

 

WebTrends provides Web analytics and online marketing solutions to optimize marketing campaigns and customer engagement. WebTrends Marketing Lab delivers the industry's most recognized analytics, SEM, and visitor intelligence solutions to enable companies to understand their customers, drive customer engagement, and enhance marketing and brand awareness. Thousands of leading global organizations, including General Mills, HSBC, Microsoft, Reuters and Ticketmaster have chosen WebTrends solutions and proven client services expertise to optimize their marketing initiatives.

 

WebTrends is seeking a Senior Technical Support Engineer. The Senior Technical Support Engineer will be a member of the Technical Support Team and will be responsible for investigating, resolving and documenting incoming questions and issues, handling high level escalations, and perform as a resource to front-line engineers.

 

Essential Functions:

· Investigate and resolve incoming questions (phone and e-mail) and issues in a timely and effective manner.

· Document all contact activity, including troubleshooting steps and problem resolution, in the CRM (call management system).

· Create knowledge articles for all issues not already documented to reduce troubleshooting and research time of future calls

· Take responsibility for knowing when and how to escalate issues within Support. 

· Also must be willing to ask questions when an issue cannot be resolved in a timely fashion.

· Provide excellent customer service to customer for a positive technical support experience.

· Willing to be flexible and work flexible hours when necessary to achieve team or individual goals.

· Must work effectively as part of a team 

 

Secondary Functions:

· Verify, test and report for product deficiencies or bugs to Sr. Technician or using defined enhancement / bug reporting process

· Perform tasks and projects as delegated by Senior, Lead or Manager that involved similar job level skills

· Report to management new process issues that impact customers. Especially, when no procedure or process is in place for a given situation or when an existing process or procedure may need to be modified.

· As required test new releases and provide feedback to Quality Assurance.

· Be a resource to other Support Engineers in the department and to add to the knowledge of the team as a whole.

· Develop and provide training for the support team that relates to products supported.

· Other duties as assigned

 

Required Education/Experience:

· Two to four years technical support, or equivalent experience in a software environment.

· Current MCSE (Win2K preferred), BSc in Computer Science or related field, or equivalent experience

·  

 Required Technical Skills

· Working knowledge of Microsoft Office

· Networking Fundamentals

· RDBMS Fundamentals may be required for some products.

· Experience in Microsoft BackOffice or other Enterprise server applications

· Demonstrated proficiency in a one or more of the following operating systems: Windows NT/2000, UNIX, Linux, Sun Solaris, AIX

· Understanding of Internet technologies may be required for some products

 

Qualifications:

· Meet minimum experience, education, and technical skills for this position.

· Must have very good oral and written communications skills.

· Must be self-motivated, able to multi-task and manage priorities effectively, and work well as part of a team.

· Must be able to work within defined procedures and within the schedule provided.

· Strong customer service skills with high level of professionalism, and ability to work with complex situations.

· Must be able to work in high-stress situations without sacrificing customer service or level of detail.

Interaction: This position works in a team-oriented environment. As a result, the incumbent must build and maintain strong and effective working relationships.

Supervision: This is an individual contributor and to be self directed.

Working Conditions: This position operates in a high rise in downtown Portland, Oregon. This job requires extensive time working on a computer.

We offer an exceptional working environment, salary commensurate with experience and an incredible benefits package.

Job Location:

Portland, OR

 

Position Type:

Full-Time/Regular

 

Salary Range:

Dependent on experience

 

To Apply:

Send your résumé and cover letter to recruiting@webtrends.com . Include the job title and reference number in the subject line.

 

WebTrends is an equal opportunity/affirmative action employer supporting workforce diversity. m/f/d/v.