RRemoteville
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Client Support Engineer

Skills
Computer ScienceCustomer SatisfactionCustomer SupportFiddlerHelp Desk SupportIT EscalationNetwork Troubleshooting
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Degree in Computer Science, IT, Software Engineering or relevant field or experience
  • Knowledge of help desk ticketing and workflows
  • Basic SQL, T-SQL programming experience
  • SOAP and Rest API Knowledge, XML/JSON
  • Sharp troubleshooting and analytical abilities
  • Dedication to resolve client issues
  • Ability to interact with a wide range of customers and technical issues
  • Experience with SaaS software and/or on-premise software
  • Ability to work independently and within a team
  • Great verbal and written communication skills

Nice to have

  • Experience in Intapp Open and Intapp Integrate
  • Microsoft, .NET, SQL or similar certification
  • Basic Network troubleshooting skills
  • Strong understanding of data structures and algorithms
  • Familiar with supporting Dell Boomi Integration Platform

Day to day

  • Investigate, triage and resolve help desk tickets. Assist clients with technical product and configuration issues. Document actions and prepare detailed specifications for escalations.
  • Identify delays in resolution, take corrective actions, and manage client communications. Provide feedback for product development and enhancements. Develop methods for handling recurring issues.
  • Resolve technical product issues, update tickets, and maintain high level of client satisfaction. Communicate clearly and concisely with client support contacts.

Hiring process

  • Interview process which will generally consist of 3 or more virtual or in person meetings