Technical Support Engineer
Innovative Boston-area content management software vendor is seeking a versatile candidate to provide front line product support for the company's flagship product. Tasks will include telephone and email support of our product, maintaining the internal incident tracking system, interacting with customers, partners and developers to ensure resolution of problems, escalating problems as necessary for speedy resolution, supporting internal users, and ensuring overall customer satisfaction.
Primary Responsibilities
- Deliver timely and high quality customer support focused on root cause
- Log all information about customer questions/problems and follow through to resolution
- Answer technical questions related to the use of the software, and troubleshoot performance and operating problems
- Interface with company's development team to resolve software bugs or escalated support calls
- Provide assistance in the installation of company's software and conduct remote system troubleshooting as needed
- Provide desktop and network support to company's internal staff
- Provide technical training via Web
- Other tasks or projects as assigned
Requirements
- Four-year degree in Computer Science or related field
- 2-5 years experience in technical support environment
- Familiarity with software development languages such as ColdFusion, Java, ASP.NET, C/C++/C#, HTML, XML, and SQL.
- Must have experience with ColdFusion, MS Access, MS SQL, web server technology, IIS, Apache
- Experience with Oracle, Solaris and Apache preferred
- A strong dedication to quality customer service
- Proven ability to learn new technologies and software quickly
- Comfortable working on multiple software platforms
- Strong written communication, verbal communication, and presentation skills
- Proactive, resourceful, detail-oriented and professional, with solid organization and 'multi-tasking' skills
- Ability to operate effectively in a challenging, rapidly changing environment
Company Information:
PaperThin, Inc. is a privately held MA-based company. Founded in 1993, PaperThin's flagship product CommonSpot™ is a leading content management solution that empowers organizations of all sizes to improve productivity and derive more value from their Web strategies. PaperThin's customers span multiple industries, including: government, healthcare, higher education, and association/non-profit sectors; and include organizations such as American University, Cornell University, ESAB Welding & Cutting, Hasbro, National Park Service, Orlando/Orange County Convention & Visitors Bureau, Stanford University, University of Wisconsin, US Senate, and the United Way of America. Visit PaperThin at www.paperthin.com.
Job Location:
This position is a full time job at our Quincy, Massachusetts office. Candidates must reside in the Boston area. No resumes please from third party recruiters. Qualified contacts should submit resume, cover letter and salary requirements to jobs-support@paperthin.com
