Senior Technical Support Engineer

SumTotal, the market leader in enterprise eLearning solutions, needs YOU!!Come join our winning team! SUMMARY JOB DESCRIPTION

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.  The Senior Technical Support Engineer is expected to take on more complex support incidents, be self directed,  be able to determine and set own priorities as well as for others, and provide guidance and leadership to more junior members of the team.  This role is also expected to take on ?technical account management? duties when one or more customer requires a coordinated and focused approach to managing a set of open issues to a satisfactory resolution.

 

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.  Please note this is not an IT desktop or systems administrator position.

 

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

? Effectively serve as a ?technical account manager? to one or more customers who require a period of focused management, including the coordination of multiple issues and the effective communication of status to customer contacts

? Provide guidance, assistance, and mentoring support to junior team members

? Develop specialty areas of expertise, become internal resource for incidents in specialty area

? 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

? 3+ years? experience in technical support.

? Technical background and significant 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

o  E-Commerce and professional IT experience

o  Project Lead or Project Management experience

? Personal schedule must allow for some flexibility

? BS/MS Computer Science, or equivalent demonstrable experience

 

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