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As a member of our Customer Support Call Center team, this position provides support to our direct customers, partners and internal services organization. The Tier 1 Technical Support Engineer is responsible for responding to issues via email and phone concerning Imprivata products. If the issue cannot be resolved by the Tier 1 Technical Support Engineer, he/she will be responsible for escalating the issue to the Tier 2 Technical Support team.
KEY RESPONSIBILITIES
- Respond to calls, e-mails and web-form support requests from customers at the call center.
- Log and track pertinent customer contact and support-request information.
- When possible resolve technical problems with customer directly.
- Escalate unresolved issues to the Tier 2 Technical Support Team.
- Perform any necessary testing in order to reproduce problems.
- Document solutions in a re-usable way.
- Maintain complete support contact records for each customer/prospect.
KEY REQUIREMENTS
- Technical or scientific Bachelors degree or equivalent combination of education and experience.
- 2 +years experience in Support, IT, Consulting or Software Development.
- Must have experience in software support.
- Troubleshooting and enhanced deductive reasoning skills.
- Excellent customer service skills.
- Experience with support CRM systems.
- Strong communication skills (verbal and written).
- Ability to work in a fast paced and growing organization.
- Knowledge of Windows Active Directory a plus.
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