Technical Support Specialist Autotask

Benefits: Company paid medical and dental, holiday, and vacation

Job Summary:



To work in a web-based customer response and support environment designed to achieve high levels of customer satisfaction. Role will be to respond to, escalate, and resolve all incoming customer requests for technical support on the Autotask web-based application with a focus on third-party integrations, enterprise environments and our Autotask API. They will create "raving fans" by delivering the highest level of service in the industry.


Essential Responsibilities:

Utilize both verbal and written communication to fully resolve or properly escalate technical level tickets, while building ongoing relationships with customers.
Be our team expert for Autotask third-party integrations and API
Install and maintain Autotask ?Enterprise? systems. Working with SQL Server, IIS, and Windows Server environments.
Assist with troubleshooting customer reported environment or configuration related issues
Provide customers with technical assistance with designated integration setups.
Develop and maintain advanced product and extension knowledge.
Recognize trends within reported issues and coordinate quick resolution by organizing required stakeholders.
Perform and coordinate customer database imports if needed.
Perform SQL reporting at the request of management
Create and maintain process documentation for technical level related issues as needed.
Provide team and department with education and training on extensions.
Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.



Qualifications:

Strong technical skills: operating system navigation, conceptual network connectivity, Internet and internet browser literacy, file system basics.
Strong written and verbal communication skills, including the ability to appease frustrated or angry callers in a positive, sympathetic, and diplomatic way.
Knowledge of databases and associated architectures (especially MS SQL)
Basic programming experience with .Net
Good working knowledge of HTML and basic ASP and JavaScript skills.
Excellent organizational skills.
Strong attention to detail.
Ability to manage multiple projects.
General business management knowledge.
Demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment.
Effective troubleshooting skills: habitual use of triage based approaches to problem solving where the solution is reached by reducing the complex to the simple with an ever-narrowing focus.
Experience managing and responding to multiple issues in the same time period.
Bachelors degree in Computer Science, or related field experience preferred

Computer Skills:

Windows
IIS
Basic SQL Skills
SQL/Oracle
IIS
Javascript
HTML
Web Services
Networking TCP/IP
SMTP

Location:	26 Tech Valley Drive East Greenbush, NY 12061 United States