Developer/Programmer Analyst, Level 3
3Core Systems, Inc
CloudITSMJavaScriptNode.js
Technical Support Engineer
Accela
full-time
Posted on:
Origin: • 🇺🇸 United States • Utah
Visit company websiteSalary
💰 $65,000 - $70,000 per year
Job Level
JuniorMid-Level
Tech Stack
CloudJavaJavaScriptjQuery.NETSQL
About the role
- Primary point of contact for customer inquiries about Accela solutions
- Troubleshoot, research, document solutions, and provide exceptional support
- Own and manage cases from start to finish, escalating as needed
- Author content for the customer community and knowledge base
- Assist customers with configuring and administering Accela products
- Respond promptly per SLA and proactively update customers on case status
- Manage large caseload independently and demonstrate initiative
Requirements
- A technical degree (CS, IT, IS, or related field) or 2+ years of experience in SaaS Technical Support.
- Proven ability to exercise judgment in delivering superior customer service.
- Strong understanding of case escalation processes, from frontline to backline to engineering.
- Proficiency in Microsoft Office and Windows.
- Experience using remote access tools such as Zoom, email, and call bridges for troubleshooting.
- Ability to analyze software performance and functionality in both SaaS and on-premise environments.
- Strong organizational and time management skills.
