To apply please send your resume and cover letter to jobs@intronis.com
Contact Information
Intronis
332 Congress Street
Fourth Floor
Boston, MA 02210 USA
Software Support Engineer II
Provide the best customer support and help our partners grow.
Customers are at the heart of all we do. We aspire to exceed our clients’ expectations at every interaction. The Senior Technical Support Specialist is responsible for providing exceptional customer support to Intronis’ growing base of partners and end users. This position will interact with customers via phone, email, and chat as means of providing an enjoyable customer experience. While a large part of this position will be troubleshooting clients’ technical issues as they arise and as they relate to usage of the Intronis platform, the position also entails updating relevant internal and external training documentation, coaching junior technical support specialists, account set up questions, and collaborating across departments to solve a wide variety of customer concerns.
Skills Required:
Windows operating system/networking knowledge – be familiar with all versions of MS Windows from XP through 2008 as well as basic networking such as Mapped Drives. Great problem solving skills in different windows environments, excellent written and oral communication skills, strong customer service experience, and ability to stick with an issue until the root cause is identified and resolved. Extreme patience required when working through items of great importance to our clients.
Responsibilities:
§ Provide exceptional technical support for Intronis partners and customers
§ Escalate and triage any incoming issues that are non-standard
§ Assist with developing training materials for our various stakeholders
§ Accurate and consistent use of our ticketing system
§ “Owning” client issues/tickets from first contact to completion
Qualified candidates for this position are/have:
§ Appreciation for the importance of seeing each customer contact through to completion
§ Fearless application of professional written and oral communication skills
§ Ability to really listen to our customers and convey our commitment to resolving the issue they contacted us about
§ Windows operating system/networking knowledge – be familiar with all versions of MS Windows from XP through 2008 as well as basic networking such as Mapped Drives.
Education/Experience:
§ 4 years’ experience working within a technical support environment, primarily troubleshooting technical issues relating to windows operating environments
§ Ability to troubleshoot various customer technical issues using remote access
§ Prior experience supporting storage applications a plus
§ Microsoft Exchange and Microsoft SQL experience a plus, but not required
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If you have additional comments, please email Bob Reidy at rreidy@detma.org
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