The Product Support Engineer is responsible for ensuring maximum uptime and reliability for Spok customers’ mission critical solutions through professionalism, timeliness and dedication to quality resolutions.
Responsibilities
>Taking ownership of reported customer technical issues and seeing problems through to resolution.
>Facilitating customer communication.
>Applying application patches as needed.
>Utilizing remote secure access technologies to diagnose and resolve customer issues.
>Collaborating with team members to troubleshoot and resolve issues.
>Consulting with other vendors to identify the best approaches to resolving complex issues.
>Review customer information, manuals, procedures, and processes to ensure accuracy and quality.
>Creating and maintaining knowledge articles that are used internally and externally for training, best practices, solutions, or environmental processes.
>Providing Root Cause Analysis to customers based on troubleshooting effort and identifying recommendations for long-term solutions.
>Preparing change control documentation for product corrections or configuration changes.
>Using your knowledge of Spok products, infrastructure, related technologies, and critical thinking skills to research and provide guidance to the customer for issue resolution.
>Advising customers on best practices to meet their business needs through application software, hardware, or system functionality of Spok products.
>Meeting service level expectations and ensuring proper documentation of reported issues.
>This position involves on-call responsibilities for critical customer issues and is rotated amongst the team 24/7/365.
Required Skills & Experience
>Associates degree in a technical field preferred
>2+ years of previous proprietary software support experience for external customers
>Experience in Windows Server OS (operating system)
>Experience in SQL
>Salary range: $75,000-85,000
>Strong customer support skills and the ability to quickly assess client personalities and technical skill level and work toward positive resolutions
>Well-developed oral and written communication skills
>Ability to work under pressure, stay calm and in control while performing critical thinking to resolve technical issues
>Ability to work in a fast-paced environment
>Occasional travel to customer sites may be required (less than 5%)