Technical Support Engineer #00146

Technical Support EngineerReference #00146

 

Job Description

 

WebTrends, the leader in Web Analytics, is seeking a Technical Support Engineer. The 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.

Primary Responsibilities

This is an entry level position in our Technical Supportdepartment. 

· Technical SupportEngineers will investigate and resolve incoming (phone and e-mail) customer questions and issues in a timely and effective manner.

· All contact activity, including troubleshooting steps and problem resolution, must be documented in the CRM (call management system).

· The Technical SupportEngineer will be expected to create knowledge base articles for all issues not already documented to reduce troubleshooting and research time of future calls.

· Must be able to take responsibility for knowing when and how to escalate issues within Supportand be willing to ask questions when an issue cannot be resolved in a timely fashion.

· Willing to be flexible and work flexible hours when necessary to achieve team or individual goals and must work effectively as part of a team.

· Our Primary goal is to provide excellent customer service to our customer for a positive technical support experience.

Secondary Functions

· Verify, test and report for product deficiencies or bugs to Senior Engineer or use defined enhancement / bug reporting process.

· Perform tasks and projects as delegated by Senior, Lead or Manager that involve 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.

· Other duties as assigned

Required Skills/Education

· 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 desired.

· Working knowledge of Microsoft Office.

· Networking Fundamentals.

· RDBMS Fundamentals may be required for some products.

· Experience in Microsoft SQL, MySQL, or other relational databases desirable.

· Demonstrated proficiency in Windows 2000/XP/2003.

· Understanding of Internet technologies.

· 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 and the ability for flexible scheduling. Current hours of operation are 1am-5pm.

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

Job Location

Portland, OR, US.

Position Type

Full-Time/Regular

To Apply

Send your resume and cover letter to recruiting@webtrends.com . Please 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.