Position: Technical Support Associate engineer
Company: Unicore
Category: Support
Experience required: 1y
English level: upper

Responsibilities include working with the customer to troubleshoot, document, and resolve software or technical problems. 

The ideal candidate will be highly motivated and have a passion for software, technology, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you. 

ESSENTIAL DUTIES AND RESPONSIBILITIES
    • Serve as first point of contact (via phone, email, and web-based support portal) for Accruent’s Customers regarding software and technical issues. 
    • Maintain detailed records of all internal and external customer interactions. 
    • Follow support processes and incident response procedures.  
    • Maintain a working knowledge of Accruent-supported products and technologies.
    • Work with customer to clearly identify problems and apply the appropriate solution.
    • Escalate high priority issues to senior support staff and cross-functional teams as necessary to determine and address the root cause of issues.
    • Duties and technical issues may sometimes require extended work hours, including weekends and holidays.
    • Consistently demonstrate Accruent’s values: Humility, Integrity, Drive to Excellence, Results Orientation, Winning Attitude, and Grit.
    • Complete other duties as assigned by Accruent management.

KNOWLEDGE, SKILLS AND ABILITIES
    • Excellent verbal and written communication skills (English). 
    • Works well in a team environment as well as independently. 
    • Customer-centric attitude. 
    • Enjoys and excels at problem solving and assisting others.
    • Ability to multi-task and prioritize.
    • Highly organized and detail-oriented; strong organizational skills.
    • Ability to make sound decisions based on customer needs and product knowledge.
    • Self-motivated and able to work under pressure.
    • Professional attitude.
    • Ability to learn and master new software applications.
    • Excellent telephone and call management skills.

DESIRED SKILLS/EXPERIENCE 
    • High school diploma or equivalent required.  Bachelor’s degree in related discipline preferred. 
    • Prior experience in a software support role or role that required technical troubleshooting.