Technical Support Engineer I

Description:
PRIMARY PURPOSE:
Provide telephone, e-mail and dial-in technical support for customers. This technical support should be given with emphasis on customer satisfaction. The Technical Support Engineer I should evaluate customer provided information, determine specific problems and provide an appropriate resolution.

SUMMARY OF KEY RESPONSIBILITIES:
Delivery of Customer Support:
o Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up
o Document all calls with regards to customer inquiries accurately using a call tracking system
o Provide focused communication with customers that is professional and timely via telephone or e-mail
o Promote teamwork and Customer Support Center success
o Maintain metrics within guidelines established in RS&T documents
o Maintain a professional phone manner
o Working knowledge of Captaris products
o May require occasional lifting of up to 70 pounds
o Heavy telephone usage necessary
o May require 24x7 on-call availability on a rotational basis
o May require a swing-shift, graveyard or weekend schedule
o Occasional travel may be required

Qualifications:
TECHNICAL AND FUNCTIONAL SKILLS REQUIRED:
o High School diploma or equivalent
o 18 months experience in a customer support environment
o Experience with Computer hardware, software, and operating systems (Windows 2000 or 2003 Server required)
o Utilize existing knowledge to troubleshoot unfamiliar integrations or technologies
o Ability to craft technical documents for both internal and external viewing
o Escalate complex issues according to policy
o Maintain product knowledge as new products and integrations are released
o Validate and/or duplicate customer issues in a test environment
o Working knowledge of Active Directory

BEHAVIORAL SKILLS AND COMPETENCIES REQUIRED:
o Speak, read, and write English fluently
o Ability to communicate technical information clearly to both internal and external customers
o Good listening and communication skills
o Able to document accurately and thoroughly
o Good organizational and time management skills
o Able to multi-task when necessary
o Regular and predictable attendance is an essential function of the job

DESIRED QUALIFICATIONS:
o 3 years experience in a customer support environment or educational equivalent
o Hands-on Networking experience including TCP/IP and other protocols
o Prior experience with Microsoft Exchange or Lotus Notes
o Prior experience with SAP, Oracle, PeopleSoft or other CRM/ERP solutions
o A+ or MCP certification
o Type at least 40 words per minute
o Command-line based troubleshooting experience from DOS or UNIX
o Spoken and written fluency in languages other than English
o Hands-on technical experience with installation and service of business telephone systems
o Relational Database design and/or administration experience

Salary/Benefits: Salary commensurate with experience
Our comprehensive benefits package includes:



Medical/dental/vision/orthodontic insurance coverage
401(k) with company matching
Educational reimbursement program
Personal Time Off & Holidays
Short & Long Term Disability
Life Insurance
Employee Assistance Program

Job Location: Tucson, AZ

Job Number: 1775BR

Company URL: http://www.captaris.com

Company Profile:
Company Profile:
Captaris is a publicly held company headquartered in Bellevue, WA, and has main offices in Tucson, AZ, Portland, OR, Englewood, CO, Calgary, Canada and European headquarters in Vianen, Netherlands. In addition, Captaris has sales and support offices in the United Kingdom, Germany, Hong Kong, Australia, and Dubai.
Captaris is a leading provider of business information delivery solutions that integrate and automate the flow of messages, data and documents. Captaris produces a suite of proven products and services, in partnership with leading enterprise software companies, delivered through a global distribution network.

The company specializes in developing and marketing its Captaris RightFax fax and communications servers, Captaris Workflow business process automation, Captaris Interchange information exchange and Captaris Document Management archiving and records management product lines. Captaris has installed over 80,000 systems in 44 countries, with all of the Fortune 100 companies using the company's award-winning products and services to reduce costs and increase the performance of critical business information investments.
Captaris, founded in 1982, is publicly traded on the Nasdaq National Market, under the trading symbol "CAPA".