Software Support Engineer

The Software Technical Support Specialist is a customer-facing role, providing software technical support for multiple end-users and partners. The Software Technical Support Specialist is responsible for resolving customer's issues as they arise from phone calls and e-mails to ibml's 24-hour help desk. He/she is responsible for maintaining a thorough working knowledge of all ibml proprietary related software as well as certain aspects of the mechanical and electronic functionality of ibml products. He/she must have the ability to communicate effectively with non-technical users, highly-technical users, and engineers. The ability to prioritize and balance multiple tasks is required. He/she must be willing to take 'total ownership' of customer related issues, facilitate internal incident escalation as needed, and deliver and install critical software fixes via remote access.

ROLE AND RESPONSIBILITIES

* Maintain technical skills in your field of expertise, keeping abreast of product developments in technology and solutions.

* Works in a team-based environment with the ability to function with independent discretion.

* Provide competent technical support for end-users and partners, including troubleshooting, diagnosing, resolving, and documenting.

* Ensures proper management and control of all company assets (tools, documentation, software, intellectual property, etc.)

* Strives to ensure the highest possible level of customer satisfaction is always maintained

* Assists in the development and maintenance of accurate product documentation

* Ensure proper documentation exist in the case tracking database of all involvement and interaction

* Properly tests all work performed to make sure it meets the quality expected of ibml

* Participates in any classes deemed necessary by ibml management

* Although infrequent, the ability to travel is required.

* Effectively communicates with management about the status of all open cases

* Facilitate internal incident escalation as needed

* Attend to technical issues outside of normal business hours while on rotating on-call schedule

* Other duties as required

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

* Bachelor's degree in Computer Science or other technical discipline or equivalent work experience.

* 3+ years in a technical information technology role, software support role, or other related experience is desired.

* A working knowledge of Microsoft Office Suite, PC operating systems, software applications and basic knowledge of computer networking

* Good problem solving and troubleshooting skills

* Strong attention-to-detail and follow-up

* Customer focused and result-oriented

* Strong oral and written communication

* Willing to work and coordinate with others while building and maintaining effective working relationships. Ability to maintain composure when handling unexpected challenges and competing demands

* Relationship building skills with ability to maintain composure when handling unexpected challenges and competing demands

* Work effectively in an environment where goals and specifications are constantly changing

* An understanding of document image capture environments as well as form recognition a plus

ADDITIONAL NOTES