Support Engineer

• Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts
• Demonstrates strong communication skills by effectively articulating ideas, actively listening, and maintaining professional and clear interactions with team members, clients, and stakeholders
• Research issues involving application integration points, data integrity, connectivity failures, and application or system failures
• Report details on issues to developers and manage communications with clients as issues are worked on and resolved
• Client Excellence - Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements
• Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
• Assists with classification and prioritization of issues
• Execute case/ticket service requests requiring code and / or configuration updates
• Achieve productivity related targets including support processed tickets, average response time, average time to close, time tracking
• Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
• Lead weekly case review with key clients
• Participate in client meetings both on and off site as directed by their Team Leader
• Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
• Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
• Provide on-call after-hours support on a rotating basis
• Develop and document new troubleshooting procedures as necessary
• Build and maintain knowledge of supported products and implementations
• Perform configuration and code changes on existing applications to meet customer needs
• Provide timely responses by phone, notes and/or email to clients for case/ticket/telephone inquiries
• Participate in client training on product/service features and functionality
• Escalate complex issues to other Teams as needed to ensure problems reach a resolution quickly
• Monitoring of systems
• Work on special projects as required

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