Technical Support Engineer

You are a dynamic individual that is ready to join one of our fastest-growing teams. You will gain hands-on experience within our product suite and will draw upon your problem solving, critical thinking, and technical skills to analyze and resolve customer challenges, develop best practices, and ensure customer success. You will learn everything there is to know about our products and our customers. Our values are important to us, and were looking for individuals who are ready for a challenge, work well in a collaborative environment, and want to grow their careers within a fast-growing technology company like Prosperoware. We promote from within and members of our support team have not only progressed their career within the department, they've also accelerated into other areas of the business including Professional Services, Product Management, and R&D. We take pride and ownership of our work while having a lot of fun along the way!

What do we do?

We are a software enterprise company for digital transformation & governance of collaboration systems. We develop software for governance and financial matter management. Our 300+ client’s rand across legal, finance, pharmaceutical, and the Big Four. We have a global presence with offices in Philadelphia, Chicago, London, India, Mexico, and Kosovo.

Responsibilities:

• Evaluate and prioritize customer support cases

• Act as the primary liaison between the company and your customers

• Communicate and solve customers' problems via phone, email, and online meetings.

• Troubleshoot and reproduce customer issues in the local environment. Collect logs and reproduce for developers if needed.

• Act as a consultant and offers solutions for customers' problems

• Track and manage your work record

• Work with all internal groups, including support, sales, engineering, product management, and consulting

• Prepare KB articles or short videos on best practices

Qualifications and Requirements:

• 3+ years of experience as a Technical Support Engineer or similar role, preferably supporting enterprise software products

• Ability to work under pressure

• Ability to prioritize tasks based on urgency and importance

• Motivation to learn new skills and technologies

• Good understanding of web and cloud technologies

• Working knowledge of SQL query is a plus

• Understanding of Windows server, Active Directory, IIS, SQL Server, windows registry, group policy, Outlook, Exchange server is preferred

• Understanding/Experiences in scripting languages such as Perl and PowerShell is a plus

• Critical thinker and problem-solving skills

• Good time-management skills

• Great interpersonal and communication skills.

• Knowledge of Document Management systems is a plus

• Ability to speak, read and write in English

Benefits we offer:

• Competitive salary
• Remote work opportunity and flexible working hours
• Opportunity to work with the latest technologies
• Health insurance benefits + other benefits
• Learning resources and certificates
• Opportunity to develop a vast array of skills

Powered by JazzHR