Binary Stream Software - ERP Solutions

Support Engineer

• Solve issues encountered by customers engaged in implementing and using Binary Stream products.
• Obtain and record all information needed to replicate issues encountered by customers within their working environment.
• Use trace analysis, debug skills, source code, and diagnostic tools to perform initial analysis of issues.
• Use profiling tools to analyze software performance issues before involving more senior support personnel or the development team.
• Maintain oversight over the status of open tickets, ensuring appropriate communication with affected customers.
• Monitor the portal access support queue and respond to customer inquiries as needed.
• Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope.
• Help the Professional Services team in performing product installations and replicating or reporting issues as necessary.
• Create a support ticket for each newly reported customer issue and ensure the content and status of each ticket is kept current.
• Escalate complex issues to senior support personnel or the development team when initial analysis suggests it's necessary.
• Involve the appropriate Development team member in resolving customer-reported issues related to software defects.
• Contribute to continuous improvement within the Customer Support function by using retrospective feedback to enhance best practices and proactively sharing knowledge with others.
• Write internal and external knowledge base articles to share tips and best practices with team members and customers.
• Provide guidance, coaching, and support to other staff engaging in Customer Support activities.
• Fulfill administrative processes to ensure all reporting, contract management, and other functions are completed on time.
• Contribute to technical analysis and recommendations in response to customer escalations addressed to Binary Stream management.
• Be prepared to work outside of normal office hours when necessary.

Customer Support Analyst