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Senior Technical Support Representative - technical support - job employment

City: Washington
Date: 24 Apr 2019
Category: Technical Support

Agiloft Overview

Agiloft’s mission is to provide agile business process automation software solutions that help our clients adapt rapidly and scale efficiently; and to accomplish this through teamwork and partnership. Our suite of products includes Contract Management, ServiceDesk/ITIL, License Management, and general Workflow Management.

We believe so strongly in our committed and talented implementation team’s ability to deliver a world class customer experience that we offer our customers a 100% satisfaction guarantee on services as well as licenses. No questions asked.

Job Overview

You will be part of our Technical Customer Support team, responsible for handling customer support of escalated more technically difficult cases for our product by phone, web, and email and working with developers to resolve crucial issues for customer in a timely manner.

The role will entail diving into logs and understanding how the software works on a deeper level to find the root cause of different issues could be and work with our development team to identify the root cause and work to identify possible fixes.

The ideal candidate has a strong analytical and logical mind, a technical background, good judgment, people skills, and excellent attention to detail in this position. They would show initiative in seeking ways to contribute to the success of the company that go beyond a narrow definition of job responsibilities.

The Ideal candidate has 5 years of experience in a technical or senior technical support role.

Job Responsibilities
• Work with customers on cases assigned to you (including phone and email communications)
• Assist with escalated technical support issues and work closely with our development team to resolve more complex cases.
• Document issues, file and follow up on customer problem tickets.
• Learn our software product inside and out.
• Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel and Salesforce

Job Requirements
• 5 years of experience in a technical support role.
• 4 year college degree preferred.
• 2 years experience with enterprise Java preferred
• 1 year experience with linux server background Preferred
• Virtual Machine management experience a plus
• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.
• Experience with database concepts, web-based technologies, and operating systems.
• Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.
• Good judgment, capacity to independently evaluate situations and identify the optimum course of action.
• Excellent written and verbal English communication skills.
• Ability to interact politely with the occasional difficult customer.
• Ability to manage multiple tasks and set appropriate priorities.
• Programming or IT/Sys Admin experience a plus.

• Competitive salary
• Incentive bonuses
• Referral bonuses
• Equity in a profitable and fast-growing cloud software company
• 401K plan - company matching
• Health /dental insurance
• Generous vacation
• Professional development and career growth opportunities

To Apply
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