Position: Software Support Engineer
Company: Edvantis Software
Experience required: 2y
English level: upper

We are opening the position of Software Support Engineer to join the team of our client – a global leader in procedure management solutions, doing its part to support frontline healthcare workers and other businesses in the community. The client is also supporting the First Responder Children’s Foundation in their efforts to support families enduring financial hardships due to the coronavirus outbreak. The mission is to work directly with Client’s customers to resolve product-specific technical issues. This highly analytical individual will be instrumental in providing technical support and liaison with QA to deliver top-quality service. 

Customer Support:
Support customers via Teams/ Goto-meeting with product installations/ upgrades, and resolve technical challenges in client environments by following established support protocols and guidelines
Accurately document all customer issues, resolution steps, and feedback in the HELP desk system
Escalate customer problems via existing tools and processes, as necessary in line with SLAs
Develop user stories and requirements specifications for future product development
Provide technical customer support via phone and email in a professional and courteous manner

Problem analysis:
Accurately interpret customer issues and perform technical analysis
Prioritize and manage issues and develop technical training solutions where necessary to aid customers in resolving issues on their own
Create content and curate existing support knowledge base articles for use in troubleshooting, training, and other areas as assigned

Information Gathering:
Collect pertinent information related to the use of software in the customer’s environment and study key configuration elements in use for the purposes of troubleshooting
Utilize software support tracking systems to identify trends leading to recurring technical problems
Stay educated on new product features, and functionality in every release

Communication:
Display excellent interpersonal skills and a positive outlook
Open to adapting/ incorporating internal feedback as suggested to maintain high-quality throughput and technical accuracy in all forms of communication
Clearly articulate complex technical solutions in an understandable way to clients
Act as customer service liaison with the development team on escalations and follow through with customers on resolutions in a timely manner
Provide prompt and accurate feedback to customers and exercise active communication at all times

Testing:
Recreate customer issues in-house and test and document expected outcomes
Work with Support and QA teams to facilitate key information, track and test corrections and provide feedback
Timely and accurately communicate progress/resolution to customers on all open issues

**Requirements**:
2+ years of experience in software customer service/support troubleshooting role
Working knowledge of IIS, Windows Server Administration and MS SQL
Familiarity with different Windows and mobile operating systems and platforms (Windows OS, Android, iOS)
Ability to read C# code
Familiarity with Azure and SSO/ modern authentication methods
Bachelor’s degree in Computer Science/related field
Remain the focal point of contact for the customer for support requests received outside of the Client’s standard business hours in the central time
Ability to clearly identify problems and provide solutions and own the issue through its lifecycle
Possess critical analysis and testing skills and a solution mindset. Excellent verbal and written communication, organization, and interpersonal skills
Ability to always communicate in a kind, professional and positive manner in any situation
Collaborate periodically with the Support manager to analyze and review current issues and needs
Ability to effectively prioritize and manage issues when working with different customers
Keen on documenting configuration and solutions in internal support systems and able to adapt to new technologies in a dynamic team environment
Ability to deliver on related job duties as assigned
English level – Upper-Intermediate and higher

Nice to have:
Programming language fluency – C#,.NET/Java/JavaScript

**We offer**:
Career and professional growth
Competitive salary
Friendly and highly professional teams
Big and comfortable office, own parking area, restaurants nearby
Medical insurance coverage for employees (Сovid-19 included), plus an option for family insurance coverage at a corporate rate
Paid 12 sick leaves and all holidays
Paid 18 working vacation days
English/German language courses
Ability to work remotely (we provide all equipment)