Client Services Engineer

As a Client Services Engineer, you will primarily be responsible for accepting, diagnosing, and solving customer cases, interacting with AdmitOne Security customers via telephone, written correspondence, electronic services, and possibly in person in order to determine appropriate solutions for technical problems. This position is responsible for efficiently managing the relationship with customers and providing thorough documentation. The selected candidate would collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.

We believe in providing the highest level of service to our customers; this is a key customer facing role in the organization.



NOTE: We are looking for someone who can from time to time staff our 6am support slot. We are looking for candidates for whom this will be an acceptable start time during their assigned rotation.

AdmitOne Security is the leader in delivering enterprise security software solutions for multifactor authentication. AdmitOne Security’s authentication software is fast, accurate, transparent, scalable to millions of users, and immediately deployable across the organization and the Internet without the need for expensive tokens, cards, or other specialized hardware. Using AdmitOne Security to monitor and authenticate users, organizations can quickly and cost-effectively implement secure access, comply with regulatory requirements, and substantially reduce fraud risk.



Principal Duties and Responsibilities Receive customer technical support calls from customers, partners and AdmitOne Security Sales Engineers (pre or post sales situations); utilize trouble ticket application and database to manage and resolve the customer issues Properly set customer expectations, then manage and meet those expectations. Manage the life cycle of the customer issues Develop and execute efficient troubleshooting plans to resolve technical issues, applying judgment to create the best problem resolution plan for the customer Assist with developing technical content for customer self-help tools and training courses Handle multiple, concurrent tasks Work closely with developers and engineers to assist in the understanding and resolution of defects and to obtain detailed knowledge of new functionality Learn pre-release products for effective support upon release

 

Qualification and Skill Requirements: Hands-on experience implementing, troubleshooting, and supporting large software products Minimum of 3 – 7 years experience in an IT Service environment. Knowledge and expertise in some of the following areas: Networking – name resolution, TCP/IP, SSL, VPN Security – authentication technologies, LDAP, Active Directory Web-based applications – IIS, SSL, HTML, XML Enterprise software – failover, peer to peer applications, database replication, crash dump and logfile analysisPrevious experience with ticket management tools A polite manner on both email and the phone – able to deal with varied personality types, and produce a positive outcome with a satisfied customer Must be passionate about meeting customer needs, and achieving a positive resolution to problems no matter what the obstacles Ability to explain complex technical details to non-technical people Must be able to rapidly build competency on AdmitOne Security’s products Desire to work in a fast-paced, swiftly-changing startup environment Both good verbal and written communication skills Proficiency with Microsoft Word, Excel, and Outlook Must have excellent problem-solving skills

 

This position reports to the Director of Client Services 

To Apply:

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AdmitOne Security Inc. (www.admitonesecurity.com) located in Issaquah Washington provides award winning strong authentication software for organizations seeking high security at low cost with no change in user behavior.  Unlike expensive and intrusive security products which rely on hardware tokens or biometric readers.  AdmitOne Security's patented software-based solution provides cost effective multifactor authentication of users accessing an organizations website, internal network or standalone laptop/PCs without adversely impacting log-on process of employees, partners or customers.