Salt Lake City, Utah
Technical Support Engineer I Job Opening in Salt Lake City, Utah - SUMMARY
The primary responsibility of the Tier 1 Technical Support Engineer is to provide professional, timely, and expert issue response and resolution for technical application users. The engineer will work directly with clients? system administrators to triage, prioritize, and provide initial communication on technical issues and questions regarding the ClientTrack application, toolset, and related platform. This individual will serve as the client?s first point of contact for all technical issues, providing resolution when possible during initial analysis. The engineer must have technical aptitude sufficient to master the ClientTrack data management tools. This position requires a person with basic technical knowledge, who is a highly motivated self-starter with great communications and research skills.
ESSENTIAL FUNCTIONS
Act as the initial point of contact for help, consultation, and support for administrators within each client organization
Manage issues system to ensure timely analysis and distribution of client reported issues
Effectively triage the severity and the priority of issues
Utilize tools to replicate reported issues, identify root causes, and document sustainable resolutions
Communicate the current status and resolution of issues to clients via multiple methods of communication
Assess, identify, and collect all necessary information for issue resolution
Gain a general understanding of the use cases that are driving the client?s specific use of the ClientTrack application
Become an expert on the use of the ClientTrack data management and reporting tools
Understand how ClientTrack solutions, features, and benefits provide value to clients
Performs problem resolution verification
Provide current status of issue resolution, update issue resolution database, and provide knowledge base updates
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by Eccovia Solutions.
EDUCATION AND WORK EXPERIENCE
Associate?s degree in software engineering, computer science, business information systems and/or equivalent work experience
2 or more years of direct technical product support experience on enterprise level software solutions
KNOWLEDGE, SKILLS AND ABILITIES
Basic understanding of database design, structure, and usage
Strong communication (written and oral) skills
Strong analytical and data gathering skills
Process and detail-oriented
Familiarity with web-related technologies.
OTHER NOTES
Must work onsite with a required fixed schedule
Experience using SQL Server or Microsoft Reporting Services is a plus.
Experience with Health, Human and Social Services organizations a plus
METRICS & ACCOUNTABILITY
Technical Support Engineers are measured on their ability to achieve success in:
Quality, quantity, and timeliness of issue resolution
Obtaining expert knowledge of the ClientTrack Data Management Tools
Maintaining a high level of quality on their work as measured by:
Client feedback
Peer feedback
Managerial feedback
Job Type: Full-time
Job Location:
Salt Lake City, UT 84107
Required experience:
Technical Support: 2 years
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