Senior Software Technical Support Engineer

Job Description

Responsibilities

• Resolve customer and partner technical support issues through phone, web meetings, email and other channels
• Help team members in resolving support tickets and troubleshooting by acting as point of escalation for difficult/advanced technical support issues.
• Identify and highlight best practices in support and contribute to a knowledgebase of articles
• To assist colleagues in knowledge and skills development in relation to PACSRIS field.
• To provide a structured, informative and enjoyable support experience with timely and clear communication
• To develop strong relationships with clients, partners and co-workers.
• To interact productively with sales people and the development team.
• To be able to listen to customers and partners and understand their goals.
• To be able to articulate technical information in a manner that is suited to the customer or partner who has requested assistance.
• Provide first and second-level telephone Technical Support wherever required.
• Be available for after-hours telephone support.
• Ensure all calls are closed within SLA.
• Update database with call status and information and ensure all parties are informed.
• Evaluate and understand new products for training purposes.
• Provide support, guidance and assistance to Junior Technical Support Engineers or Technical Support Engineers. (Level 1 and Level 2)
• Ensure that all anti-static precautions are followed.
• Ensure all procedures are implemented.
• Provide reports where required.
• Ability to multi-task and maintain priorities.
• Ability to maintain excellent customer service rapport.
• Any other duties which may from time to time be requested by Technical Support Manager or Management.