Support Engineer

• 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.

Support Engineer I

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

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Support Engineer I

Systems and Support Analyst, Financial Aid

Technical Support Engineer 4