Technical Support Analyst/Engineer EMN8

A Day In The Life of an EMN8 Technical Support Analyst/Engineer

EMN8 Technical Support Analysts/Engineers strive for success and are committed to providing timely, accurate and optimal resolution-based support to our customers and channel partners.

"As a technical support analyst, I spend most of my day putting puzzle pieces together in the form of phone calls, emails, and case reports in order to determine what problems exist. Tech support as a team is then responsible for determining why our customer or channel partner is experiencing problematic hardware, software or connectivity issues. This analysis is crucial and produces tech supports main asset: data! The data is used in a variety of ways throughout our entire eco-system. The data serves as the means of understanding and interpreting not only what the hardware/software environment is experiencing, but also what our customers and channel partners on the front line are experiencing. It is tech supports job to make sure this is communicated clearly and accurately, to all parties with maniacal follow-through, in order to improve our products, services and our relationships with our customers, channel partners and fellow colleagues. As a tech support analyst, it's not enough to just fix problems as they're presented. You must be an investigator with a goal of furthering the understanding of those around you, ultimately to drive creativity, innovation and outcomes of our company and the appreciation of our customers and channel partners".

?Jessica L., EMN8 Employee

Responsibilities

Respond promptly and thoroughly to automated alerts and support requests via phone, email and remote access
Independently resolve technical and customer support issues and escalate cases when appropriate
Collect data and document clearly and concisely all support issues in support database
Coordinate with other functional groups as required to drive issue resolution of reported issues
Install and confirm customer updates via remote access in a timely manner as required
Follow-up to ensure issue resolution and customer satisfaction
Create, edit and review technical knowledge base for use as part of issue resolution
Provide valuable feedback on defects and enhancements to the Marketing, Product Management and Engineering teams
Provide technical coaching of support staff
Facilitate or lead team training and knowledge sharing on new product introductions, knowledge base development and troubleshooting skills
Provide 24/7 on call support on rotation, including weekends and holidays as required
Other duties as director or required


Skills and Experience (Required)

Excellent customer service skills and great enthusiasm for helping customers
Strong technical and analytical skills
Must be an energetic "self-starter" with the ability to work both independently and within a team
Strong verbal, written, and interpersonal skills
Ability to multi-task, attention to detail and time management are a must
2-5 years previous experience in customer service/technical support environments
Bilingual in English and Spanish
Working knowledge in 4th GL languages and webservice technologies - i.e. Java/Visual Basic, HTML/PHP, XML/XSL
Database knowledge ? i.e. SQL, RDBMS
Bachelor's degree, preferably in a related technical field (Engineering, Mathematics, Computer Science)


Nice to Haves (will help you move to the front of the list)

POS Systems experience a plus


What We Offer

Competitive base; Fortune 500 Company Medical, Dental & Vision Insurance; 529 College Savings Plan; Flexible Spending Account; Paid Time Off & Holidays; Short- and Long- term Disability; Education & Professional Development Assistance; Adoption Assistance; and, pre-IPO Stock Options; highly supportive team; dedication to knowledge sharing; smart, creative, innovative, results-driven colleagues ? who really value your opinion. EMN8 is a place where you can truly be part of something!

Location:	10070 Mesa Rim Road San Diego, CA 92121 United States