Copy of Software Support Engineer

PCMI•Park Ridge, IL

3h•$65,000 - $75,000•Hybrid

About The Position

As a Software Support Engineer, you will support IT Service Management. The role involves advanced troubleshooting and resolution of escalated software issues. Strong technical skills and effective communication are key to success in this role. In this role, you will create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely manner. You will troubleshoot and develop technical solutions, diagnose and troubleshoot technical software related issues, and ask customers targeted questions to quickly understand the root of the problem. You will talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. You will properly escalate any unresolved issues to appropriate internal teams (e.g. software developers), provide prompt and accurate feedback to customers, and refer to internal database or external resources to provide accurate tech solutions. You will ensure all issues are properly logged, prioritize and manage several open issues at one time, and document technical knowledge in the form of notes and manuals. You will perform data fixes and configuration changes on the database level and manage tickets via online tools such as JIRA, Service Desk, etc. You will demonstrate up-to-date expertise in the PCRS system and apply this as it relates to clients and vendors using API’s to interface with the PCRS system. You will perform testing and troubleshooting on issues related to REST/SOAP API’s and use New Relic monitoring, HAR files and other tools to investigate reported system issues.

Requirements

Bachelor's degree in Computer Science or related field or equivalent work experience.
2+ years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
2+ years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support)
Previous experience working at a software company
Good understanding of computer systems, mobile devices and other tech products.
Experienced in application-to-application interfaces, such as XML and REST API
Software Development Lifecycle experience
Experienced with webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams
Experienced in using ticketing software like JIRA, Confluence, Service Desk, etc.
Experience with SQL (DML commands).
Fluent in English and Polish (both verbal and written)
Basic knowledge of REST APIs
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.

Nice To Haves

Basic knowledge of C# or other object programming languages

Responsibilities

Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely manner.
Troubleshoot and develop technical solutions.
Diagnose and troubleshoot technical software related issues.
Ask customers targeted questions to quickly understand the root of the problem.
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Properly escalate any unresolved issues to appropriate internal teams (e.g. software developers).
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate tech solutions.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Document technical knowledge in the form of notes and manuals.
Perform data fixes and configuration changes on the database level.
Manage tickets via online tools such as JIRA, Service Desk, etc.
Demonstrate up-to-date expertise in the PCRS system and apply this as it relates to clients and vendors using API’s to interface with the PCRS system.
Perform testing and troubleshooting on issues related to REST/SOAP API’s.
Use New Relic monitoring, HAR files and other tools to investigate reported system issue.