Technical Support Specialist

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For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI’s solutions integrate into every aspect of a customers’ business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.

To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered.

As a Technical Support Specialist for our team you will be supporting small to medium-sized entrepreneurs using our ERP solutions. We are searching for an outgoing, energetic, and motivated customer support professional to join our team!

The Technical Support Specialistis responsible for being a knowledgeable resource to others in the organization by providing guidance and support, as well as timely resolution to issues escalated to them from the Product Support Specialists. They are also responsible for engaging with Product Management and Development/Engineering on resolution of software defects, product enhancement requests, and Support Readiness.

The Technical Support Specialist Will

• Act as a Subject Matter Expert for products they support, with deep technical knowledge of the applications and supporting software products.
• Diagnose and verify environmental (network/hardware/operating system) issues as it relates to the supported product.
• Serve as an escalation point for other members of the support team to diagnose and resolve complex issues.
• Document and confirm suspected software defects and product requests. Provide detailed test cases and results to the Product Management/Engineering team for resolution.
• Act as a technical and knowledge resource for internal teams such as Development, Quality Assurance, Product Management, and Professional Services.
• Act as liaison to other internal teams and advocate for customer product concerns. Participate in different types of development meetings and provide input and prioritization of reporting defects and enhancement requests. Address supportability concerns related to product functionality.
• Act as the Support Readiness facilitator including arranging appropriate training, documentation, and other support preparedness activities.
• Review top call drivers and recommend changes to product, training, and support offerings.
• Technical documentation resource and reviewer of Knowledge Base articles and documentation.
• Work self-sufficiently, requiring little direction.
  

Duties And Responsibilities

• Act as a technical reference for Product Support Specialists.
• Experience with device management, field service related commercial software products preferred but not required
• Investigate complex issues involving code, data, or environmental components.
• Strong troubleshooting skills with ability to find solutions where there may be limited information about the problem or how to find the root of the issue.
• Review and contribute to the Knowledge Base.
• Provide timely follow-up to customers.
• Provide thorough and complete case notes and documentation of customer issues.
• Stay current on evolving product functionality and new releases.
• Some knowledge of writing/analyzing SQL queries, web technologies, SNMP logic, and MIP (mixed integer programming) preferred but not required.
  

In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.

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