Spok

Product Support Engineer – Windows OS

Spok

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

SQL

About the role

  • Taking ownership of reported customer technical issues and seeing problems through to resolution.
  • Facilitating customer communication.
  • Applying application patches as needed.
  • Utilizing remote secure access technologies to diagnose and resolve customer issues.
  • Collaborating with team members to troubleshoot and resolve issues.
  • Consulting with other vendors to identify the best approaches to resolving complex issues.
  • Reviewing customer information, manuals, procedures, and processes to ensure accuracy and quality.
  • Creating and maintaining knowledge articles that are used internally and externally for training, best practices, solutions, or environmental processes.
  • Providing Root Cause Analysis to customers based on troubleshooting effort and identifying recommendations for long-term solutions.
  • Preparing change control documentation for product corrections or configuration changes.
  • Using your knowledge of Spok products, infrastructure, related technologies, and critical thinking skills to research and provide guidance to the customer for issue resolution.
  • Advising customers on best practices to meet their business needs through application software, hardware, or system functionality of Spok products.
  • Meeting service level expectations and ensuring proper documentation of reported issues.
  • This position involves on-call responsibilities for critical customer issues and is rotated amongst the team 24/7/365.

Requirements

  • Associates degree in a technical field preferred
  • 2+ years of previous proprietary software support experience for external customers
  • Experience in Windows Server OS (operating system)
  • Experience in SQL
  • Strong customer support skills and the ability to quickly assess client personalities and technical skill level and work toward positive resolutions
  • Well-developed oral and written communication skills
  • Ability to work under pressure, stay calm and in control while performing critical thinking to resolve technical issues
  • Ability to work in a fast-paced environment
  • Occasional travel to customer sites may be required (less than 5%)
Benefits
  • three robust health, pharmacy, vision and dental care plans including a health savings account option
  • wellness
  • financial wellness
  • retirement
  • family support
  • continuing education
  • time off benefits

Applicant Tracking System Keywords

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

Hard skills
Windows Server OSSQLRoot Cause Analysisapplication patchesremote secure access technologiestroubleshootingchange control documentationtechnical issue resolutioncustomer supportknowledge article creation
Soft skills
customer support skillsoral communicationwritten communicationcritical thinkingability to work under pressurecalmness in crisiscollaborationproblem-solvingadaptabilityinterpersonal skills
Certifications
Associates degree in a technical field