Technical Support Engineer - Columbus, Ohio

SumTotal Systems provides business performance improving products, services and solutions that help customers increase revenues, decrease expenses and reduce operational cycle time. We provide an integrated suite of business performance management applications that help customers deliver, manage and measure learning to solve specific business problems. 

 

As a member of SumTotal Customer Support, Technical Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal's internal incident tracking system.  The fundamental goal of this position is to help our customers achieve success using our products.  We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in Internet technology. 

 

DUTIES & RESPONSIBILITIES

? Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our incident tracking system.

? Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues.

? Escalate top priority, production-critical issues to the appropriate technical staff.

? Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly.

? Meet individual productivity goals set by management.

 

ESSENTIAL SKILLS, EXPERIENCE & EDUCATION

? Strong team player with excellent communication skills and customer interaction skills

? Self-motivated and self-managing

? Two years experience in technical support

? Technical background and practical experience in:

o  Oracle and/or SQL Server database systems

o  Microsoft Windows Server 2000/2003 in an IIS web technology environment

o  HTML, ASP, SQL

? Highly desirable skills and experience includes:

o  AICCSCORM, WebEx, Interwise, Centra, NETg

? Personal schedule must allow for some flexibility

? BS/MS Computer Science, or equivalent demonstrable combination of education and experience

 

SumTotal Systems is an EOE and strongly supports diversity in the workplace.