Technical Support Specialist
The
Technical Support Specialist
is responsible for providing advanced technical support for Accruent’s Enterprise Solutions and is the final escalation point for technical support issues. The Technical Support Engineer II works on complex problems and will need to have a strong understanding of each piece of the technical stack from the hardware layer to the application code. Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems. The ideal candidate will be highly motivated and have a passion for technology, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you. ESSENTIAL DUTIES & RESPONSIBILITIES Maintain a working knowledge of Accruent-supported products and technologies. Act as Subject Matter Expert for Technical Support Teams. Identify, document, confirm product defects. Work with all levels of support to document resolutions and continually drive first call/first touch resolution. Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and define requirements. Prioritize, research, troubleshoot, and resolve support issues of the highest severity. As needed, identify workarounds and communicate to customers. Troubleshoot and analyze databases, application servers and new technologies. Lead root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems. Provide technology-enabled solutions and provide expertise in terms of software usage, functionality, and performance. Define and disseminate technology best practices. Ensure the Support team is proactive in pursuit of new solutions and efficiencies within our technology practice. Responsible for training and mentoring other Support members. May be involved in deployment or training opportunities internally and with customers. Duties and technical issues may sometimes require extended work hours, including weekends and holidays. Consistently demonstrate Accruent’s values: Customer Obsessed, Strategic, Courageous, Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead with FBS. Complete other duties as assigned by Accruent management. KNOWLEDGE, SKILLS & ABILITIES Excellent written and oral English communication skills to a variety of audiences at different levels and with different backgrounds. Works well in a team environment, as well as independently. Enjoys and excels at problem solving and assisting others. Strong troubleshooting and problem solving skills. Strong technical skills in networking, VMware, and server virtualization. Working knowledge of monitoring systems and tools utilized in Hosting and Engineering environments. Ability to multi-task and prioritize multiple projects/clients simultaneously. Highly organized and detail-oriented; strong organizational skills. Strong interpersonal, coaching, and leadership skills. Ability to make sound decisions based on customer needs and product knowledge. Self-motivated and able to work under pressure to deliver high-quality solutions. Ability to anticipate potential problems, determine and implement solutions. Ability to express and understand complex technical concepts. Ability to diplomatically deal with angry/irate customers. Ability to travel up to 10% as needed. DESIRED SKILLS/EXPERIENCE High School Diploma or Equivalent Required. Bachelor’s degree in related discipline preferred. Prior experience in a product support role. Written and spoken multi-lingual skills (German, Spanish, Portuguese, and French). Proficiency in the various portions of an enterprise software solution’s technical stack and the technology products used in them, such as: Database (MSSQL, PLSQL) Application server (Java, WebLogic) Web Server (IIS, Apache) Authentication (SSO, SSL) Business Intelligence tools (MicroStrategy, Business Objects) Server OS (Windows/ Linux) Scripting (XML, HTML, VB)
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Technical Support Specialist
is responsible for providing advanced technical support for Accruent’s Enterprise Solutions and is the final escalation point for technical support issues. The Technical Support Engineer II works on complex problems and will need to have a strong understanding of each piece of the technical stack from the hardware layer to the application code. Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems. The ideal candidate will be highly motivated and have a passion for technology, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you. ESSENTIAL DUTIES & RESPONSIBILITIES Maintain a working knowledge of Accruent-supported products and technologies. Act as Subject Matter Expert for Technical Support Teams. Identify, document, confirm product defects. Work with all levels of support to document resolutions and continually drive first call/first touch resolution. Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and define requirements. Prioritize, research, troubleshoot, and resolve support issues of the highest severity. As needed, identify workarounds and communicate to customers. Troubleshoot and analyze databases, application servers and new technologies. Lead root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems. Provide technology-enabled solutions and provide expertise in terms of software usage, functionality, and performance. Define and disseminate technology best practices. Ensure the Support team is proactive in pursuit of new solutions and efficiencies within our technology practice. Responsible for training and mentoring other Support members. May be involved in deployment or training opportunities internally and with customers. Duties and technical issues may sometimes require extended work hours, including weekends and holidays. Consistently demonstrate Accruent’s values: Customer Obsessed, Strategic, Courageous, Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead with FBS. Complete other duties as assigned by Accruent management. KNOWLEDGE, SKILLS & ABILITIES Excellent written and oral English communication skills to a variety of audiences at different levels and with different backgrounds. Works well in a team environment, as well as independently. Enjoys and excels at problem solving and assisting others. Strong troubleshooting and problem solving skills. Strong technical skills in networking, VMware, and server virtualization. Working knowledge of monitoring systems and tools utilized in Hosting and Engineering environments. Ability to multi-task and prioritize multiple projects/clients simultaneously. Highly organized and detail-oriented; strong organizational skills. Strong interpersonal, coaching, and leadership skills. Ability to make sound decisions based on customer needs and product knowledge. Self-motivated and able to work under pressure to deliver high-quality solutions. Ability to anticipate potential problems, determine and implement solutions. Ability to express and understand complex technical concepts. Ability to diplomatically deal with angry/irate customers. Ability to travel up to 10% as needed. DESIRED SKILLS/EXPERIENCE High School Diploma or Equivalent Required. Bachelor’s degree in related discipline preferred. Prior experience in a product support role. Written and spoken multi-lingual skills (German, Spanish, Portuguese, and French). Proficiency in the various portions of an enterprise software solution’s technical stack and the technology products used in them, such as: Database (MSSQL, PLSQL) Application server (Java, WebLogic) Web Server (IIS, Apache) Authentication (SSO, SSL) Business Intelligence tools (MicroStrategy, Business Objects) Server OS (Windows/ Linux) Scripting (XML, HTML, VB)
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