Technical Support Representative Jobs

Why join the Technical Support team?

If you want to be challenged on day one and put your technical skills to work this is the job for you. If you have a strong desire to help others and like to engage with people, then this job will satisfy those desires.

Starting from the ground up you will not only learn and support our history of on-premise products, you will also learn about the detailed inner workings of our cloud product and its Azure-based infrastructure.

This is a ground floor position that will open doors for becoming a services consultant, developer, QA analyst or product manager.

What will you do?

The Technical Support Representative is typically responsible for handling incoming tickets from customers that are experiencing issues with one of our products. These could be issues with any one of our on-premise or our new, world-class cloud scan, capture, or document processing solutions.

You will have the opportunity to work with some of the smartest people in our company to help resolve customer issues. These folks are a great source of learning and will team with you daily to help resolve issues.

The bottom line is that you will be responsible for maintaining a good customer relationship and solving real world content management problems.

Technical Position Definition

Technical Support Document Definition of this position is :

• Collect relevant technical problem identification information.
• Hardware and software configuration.
• Ability to provide general post-sales product information.
• Questions on upgrade Support.
• Provide basic Support on the standard protocols and features.
• Perform base problem determination.

Day to Day

• Account Maintenance.
• Assistance Troubleshooting our products.
• Monitor the ticket system for new customer entered requests
• 40 hours a week with schedules including the following depending on need.
• 7am - 4pm
• Licensing.
• Tickets are worked in two manners. o Working through text ticket system / email.
• Walkthroughs of how to do things within the software.
• Configuration and Technical Questions about our products.
• 10am-7pm
• Scheduling calls with customers.
• 8am-5pm

Typical Day in the Life (Varies on the day)

• 20% - Collaboration with Teammates on Issues
• 30% - Phone Calls with Customers
• 20% - Testing
• 30% - Research on Issues / Questions