Technical Support Engineer Tier II(Job Number: 1200524) GlobalScholar
THIS JOB HAS EXPIRED GlobalScholar is comprised of the education solution offerings of Scantron, GlobalScholar and Spectrum K12. Solutions from GlobalScholar empower educators, parents and students throughout the entire learning lifecycle, helping schools achieve educational excellence. The brand's offerings provide educators with data and insights needed to advance teacher effectiveness and student performance. GlobalScholar also supports parents and students directly with online services that include tutoring and homework help for students, as well as school matching services/online school finders to help parents find the right school for their child. The brand serves 80 of the largest 100 school districts in the United States, as well as 70 countries and 15 Ministries of Education throughout the world. It partners with some of the most progressive and innovative school systems in America, including recipients of funding from the Race to the Top initiative and the Bill & Melinda Gates Foundation. Scantron Corporation is an indirect wholly-owned subsidiary of Harland Clarke Holdings Corp., which also owns Harland Clarke Corp. and Harland Financial Solutions, Inc.
This position provides excellent customer service to GlobalScholar's customers, sales representatives and service representatives by assisting with questions and problems concerning hardware, software and forms. Act as a central site for all product related calls and monitor their progress through resolution. Provide problem resolution for at minimum 85% of support requests.
Key Duties / Responsibilities
Answer calls from the Automatic Call Distribution system in order to provide troubleshooting and technical support to GlobalScholar customers and employees.
Check the department and individual voice mail and email accounts at least twice each day (as the schedule calls for it) and respond within the four-hour promised timeframe.
Record and track customer problems and resolutions using call tracking software.
Spend scheduled or available time enhancing product knowledge.
Work with Product Managers, QA Department, Software Development Department, Hardware Development Department and Documentation Department in order to determine problem severity and plan a course of action on customer's behalf.
Provide product support to customers via telephone, e-mail, fax, or CHAT.
Assist in the creation and maintenance of a knowledge base of GlobalScholar products.
Provide assistance and share knowledge with Tier I Support Engineers
Physical Requirements / Working Conditions
Must be able to lift and move equipment up to 50 lbs.
This position will primarily be in an office environment, although project work may require the candidate to spend time in field assignments. Travel may account for up to 20% of time for this position.
Education & Knowledge Required
Four-year degree in Computer Science or equivalent.
Applicant must understand and be an advanced user of the following operating systems: Unix, Linux, Windows 2000/XP/Vista/7/Server 2003 - 2008, MAC OS9, OSX. Advanced knowledge of IIS, Apache, PHP, MySQL, MS SQL and Access is also required.
Strong knowledge of scripting languages XML, HTML, and/or Java Script
Strong knowledge of SQL (e.g. developing SQL queries, stored procedures, and views)
Experience / Skills / Abilities Required
A minimum of 3 years experience providing technical support.
Detail oriented and the ability to learn, retain and apply considerable amounts of information.
Exceptional communication skills with the ability to think quickly in a fast-paced environment.
Good troubleshooting and analysis skills are required to isolate problem areas.
Ability to learn new products with minimal training.
Ability to work in a team environment in order to resolve customer issues is a must.
Excellent PC/Internet skills required. Ability to use typical keyboard functions and type 40 words per minute.
Capable of making "on the spot" decisions; i.e., authorization of product updates (within corporate guidelines).
Ability to read and interpret documents such as software manuals, operating instructions, procedure manuals, and sales slicks. Ability to accurately read and write reports and correspondence. Ability to present information effectively over the phone and in person in one on one situations to customers and employees.
Strong math skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, percentages and decimals.
Excellent organizational and time management skills. Ability to be flexible, juggle priorities, reverse direction and modify plans as requirements change. Ability to multi-task.
Mastery of the English language both verbally and written is required
Strong knowledge of SQL Server 2005 and 2008 (e.g. managing maintenance plans, DB restores / backups and database structure)
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THIS JOB HAS EXPIRED