Perseus Group, Constellation Software

Customer Support Engineer

Perseus Group, Constellation Software

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $54,677 - $82,016 per year

Job Level

JuniorMid-Level

Tech Stack

JavaOracleSQL

About the role

  • Acknowledge, troubleshoot, isolate, and resolve client issues via all input types (phone, email, ticket, etc)
  • Provide timely updates to clients
  • Take ownership of all issues through resolution
  • Perform diligent investigation for solutions utilizing all resources available (internal and external)
  • Determine if the root cause is code, data, or configuration
  • Thoroughly test solutions before recommending or implementing
  • Communicate with customers to ascertain business needs and inform customers about software highlights or other developments within POMS that could benefit the customer
  • Document new problems and solutions in Knowledge Base
  • Achieve all established performance metrics for customer calls and tickets
  • Act as a customer advocate
  • Build strong customer relationships, establish a level of trust, and ensure a high level of customer satisfaction
  • Communicate customers’ concerns internally for best response possible
  • May be assigned specific customers to focus on their success and satisfaction
  • Participate in scheduled product, process, procedure, and tools trainings or discussions
  • Adhere to established business processes (Standard Operating Procedures, Guidelines, Work Instructions, etc)
  • Continue learning about POMS products and the customer industries to strengthen expertise and ability to maximize support to customers
  • Build a culture of excellence in Customer Support team
  • Display proficiency in personal computer, mobile devices, internet browsers, operating systems, database, application and hardware troubleshooting
  • Continuously maintain proficiency as technology advances rapidly
  • Utilize coaching/training sessions and one-on-one meetings positively, contributing to the discussion in an effort to take ownership of self-development
  • Participate in customer projects as needed (Site visits, audits, new installations, upgrades, etc)
  • Replicate and document product defects
  • Document enhancement requests
  • Work with development for prioritization of fixes and enhancements

Requirements

  • Bachelor’s degree in either Computer Science/IT, Engineering, Chemistry, Physics, or Biology
  • At least 2-4 years of software support experience, ideally with 24/7 critical manufacturing systems
  • Demonstrates a high-level of understanding of software architecture and software development lifecycle
  • Technical skills: General: MS Office, Outlook, SharePoint, Teams
  • Operating Systems: Windows (workstation and server)
  • Database: Oracle
  • Languages: familiarity with C#, Java Script, PL/SQL (Bonus: C, C++, VB, VB.net, Java, XLM, XSL)
  • Tools: Visual Studio, SQL Plus, Toad, Oracle SQL Developer, TeamSupport, DevOPS
  • Infrastructure: system design, server, network, SaaS, system performance troubleshooting
  • Experience using CRM/ticketing system (TeamSupport preferred)
  • Ability to understand manufacturing processes and flowcharting process flows
  • Ability to understand data relationships
  • Ability to work with various teams (Software Development, Quality Assurance, Professional Services, Sales, Partners, Customers, Management) and communicate complex technical issues
  • Knowledge of Good Manufacturing Practices (GMP's) Food and Drug Administration (FDA) Guidelines and Good Automated Manufacturing Practice (GAMP)
  • Excellent work ethic and attention to detail
  • Excellent written and verbal communication skills
  • Passionate about making customers happy
  • Able to work autonomously with little direction
  • ITIL certification (or similar) is a plus.
Benefits
  • Medical
  • Dental
  • Vision
  • Basic life insurance
  • Short/long term disability
  • 401(k) participation (with company match)
  • Minimum of 10 days of vacation
  • Sick time based on state requirements
  • 8 Company-paid holidays
  • 2 personal holidays per year

Applicant Tracking System Keywords

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

Hard skills
software supportsoftware architecturesoftware development lifecycleC#JavaScriptPL/SQLOraclesystem designnetwork troubleshootingdata relationships
Soft skills
customer advocacycommunicationproblem-solvingattention to detailwork ethicrelationship buildingautonomyteam collaborationcustomer satisfactionself-development
Certifications
Bachelor's degreeITIL certification