Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers.
Maintain personal and departmental case load by responding to and working on cases within stated SLAs.
Coordinate with Laserfiche development when cases require additional assistance
Report and file bug tickets that come up during troubleshooting
Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases
Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum
Watch and review videos of internal software training sessions and development meetings
Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices.
Enroll and complete relevant product and technical training courses in the company’s Learning Management System.
Participate in departmental training sessions in-person or remotely.

Requirements

Strong technical understanding of document management and enterprise application software.
Excellent analytical and problem-solving skills.
Excellent communication, writing and teaching skills with the ability to speak to audiences of all technical levels while providing great customer service.
Familiarity with troubleshooting Cloud and self-hosted Microsoft platforms.
Ability to thrive in a fast-paced environment with competing priorities and deadlines.
Experience providing customer service or being in a customer-facing role.
Bachelor’s or Master’s degree in engineering, or related field, or equivalent industry experience.

Benefits

Generous time off: 15 Days of Vacation
3 Floating Holidays
2 Paid Volunteer Days
9 Paid Holidays
Hybrid Work Environment
Free Parking: covered and EV charging stations
Various 401 (k) Investment Options and Generous Company Match
HMO and PPO Medical Care Options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Laserfiche softwaredocument management softwareenterprise application softwaretroubleshootingbug reportingsoftware testinghotfixespatchesupdatesdata handling practices

Soft Skills

analytical skillsproblem-solving skillscommunication skillswriting skillsteaching skillscustomer service skillsability to thrive in fast-paced environmentsability to manage competing prioritiesteam collaborationremote support

Certifications

Bachelor’s degree in engineeringMaster’s degree in engineeringrelevant product trainingtechnical training courses