Job Description: Sr.Technical Support Engineer
SumTotal Systems, LLC, is the largest independent provider of integrated HR applications and the only provider to deliver Talent Expansion, a whole new approach to discovering, developing and unleashing hidden potential within our customers' workforce.
SumTotal has nearly 30 years of learning and HR software experience. High-performing organizations recognize that learning and development are core to their business success and overall talent management and workforce initiatives. That's why more than 3,500 organizations, including many of Fortune's "Best Places to Work," rely on SumTotal's on-premise and cloud-based applications to enable their employees.
About this role:
Sr.Technical Support Engineer will play a critical role in providing technical assistance for SumTotal's global customer base. 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 job involves handling and resolving complex technical queries and issues in the areas of product functionality or architecture and defect correction
Develop a deep knowledge of SumTotal's range of enterprise products
Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal's software products, and maintaining effective customer relations
Solve user problems, ranging in complexity from basic to technically complex, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
Partner with cross-functional teams as needed on complex customer issues and ensure root cause of issue is resolved.
Escalate top priority, production-critical issues to the appropriate teams for resolution.
Maintain ownership of issues until resolution.
Resolve incidents and provide ongoing communication to customers during the issue resolution process as per SLA's.
Create and Publish internal and customer-facing knowledge base documentation to enhance customer engagement with SumTotal's self-service options.
Serve as a customer advocate within the SumTotal organization.
Ensure customers are able to execute their business objectives through use of our application.
Provide guidance, assistance, and mentoring support to junior team members as needed.
Technical and practical expertise in Windows 2000 Server, IIS, ASP, .Net, SQL Server or Oracle
Demonstrated experience with Enterprise-level package solutions or the use of technology in a business context
Ability to communicate effectively to varying levels within an organization
Strong customer service focus
Good problem solving skills
Excellent communication skills
Ability to grow and work in a team
Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
Minimum experience of 5-7 years, in application support will be preferred.