Technical Support Engineer-2nd Level Scribe Software Corporation
Position Type: Full time
Salary: Commensurate with experience
Join the Scribe Technical Support team working out of our headquarters in Manchester, NH amongst the close knit Services team. This position is a technical support role supporting Scribe's integration products. The responsibilities for the position combine software technical support, systems analysis, and consulting focused on helping Scribe's customers and resellers be more successful. The position requires a well-rounded technical professional with experience in the software industry who has customer facing skills that can be applied to the broad areas of responsibility. Technical Support Analyst Level II reports to the Services Director.
Responsibilities include, but are not limited to:
Resolve 2nd level technical support cases and per incident paid support cases through analysis and systematic procedures to Scribe?s Resellers and End-users
Escalate to and work with Scribe Product Development on challenging issues
Contributing to the development of technical resources such as knowledge base articles and technical documentation
Designing, developing, or duplicating customer?s data migration / integration solutions
Clearly documenting problem descriptions, defects, and resolutions in the technical support system
Adhering to defined Service Level Targets
Extensive experience with relational databases, SQL queries, and data conversion/integration.
Experience with Microsoft Dynamics GP, CRM, NAV or AX or other CRM and ERP applications such as Salesforce.com, Saleslogix, or SAP is highly desired.
DBA background is highly desired.
Strong oral and written communication skills with a demonstrated ability to speak, write, and communicate in English.
Well-developed organizational skills, a detail orientation and the ability to work both independently and as part of a team are essential.
Strong problem-solving skills.
Experience with Windows administration and networking.
Prior training and consulting experience.
Desire to learn new things.
BA/BS Degree in computer related course of study desired
Computer and Software Certifications are a plus
||Manchester, NH |