Customer Support Engineering Specialist

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Job Title: Customer Support Engineering Specialist
Job Type: Contract
Location: remote
Work Authorization: Must be a US Citizen due to government related work

Job Overview:
The Customer Support Engineering Specialist is responsible for resolving product, configuration, and application issues/questions. Provide support to customers experiencing application workflow/clinical issues displaying an in-depth client workflow or clinical knowledge and/or technical difficulties displaying in-depth technical knowledge of the technology in the Software Products. Working knowledge of operating system (for example file transfer, etc.). Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. Follows procedures for reporting application bugs and updating.

Essential Responsibilities:
In this role, you will:

• Respond to customer requests via phone, portal and email.
• Research and troubleshoot issues involving all aspects, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, and hardware infrastructure.
• Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
• Adhere to all processes and methodology for Knowledge Centered Support.  Create knowledge content for the Knowledge base.  
• Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
• Understands and follows departmental standards
• Acts as a technical resource to other members of the department and customers
• Analyzes and resolves most software issues with minimum assistance
• Has in-depth knowledge of at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality.  Has a concentration in/familiarity with other applications to develop integration expertise.
• May write or contribute user/technical documentation and case notes
• May be required to work overtime, on-call, weekends, and holidays
• Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps
• Flexibility to provide onsite support, as needed
• Provides customer support in 24×7 environment
• Be willing to work non-standard shifts on a regular basis

Location:
 

• Flexible, US preffered, but as long as the shifts can be supported, we would be flexible.

Basic Qualifications:
 

• Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 4 years progressive experience within technical service role: software, hardware, networks databases, and/or desktops.
• Computer skills to include knowledge of software programing and database applications

Eligibility Requirements:

• Good command of the English language
• Good English writing skills

Desired Characteristics:

• Ability to work independently with minimum direction
• Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams

Shift Requirements:
The standard shift will be Tues-Thursday 22:00-06:00. They will also need to have the ability to cover additional shifts, any five days within Sunday-Satureday 14:00-22:00, and the same for 22:00-06:00 GMT.  We attempt to give 2 week notice of change, though on occasions they can change with less notice.
 

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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.