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Software Support Engineer

Company: AMS Staffing Inc.
Location: Alpharetta
Posted on: November 9, 2019

Job Description:

Please send resume in Word format if you are interested in this Software Support Engineer opening in Alpharetta, GA 30022. Salary for this role is in the $60K-$85K range + 8% bonus. Looking for Tier 1 or Tier 2 technical support experience with ERP or Software products. Job DescriptionThe Customer Success Engineer role is an integral part of our commitment to an exceptional customer experience throughout the client's lifecycle. This role is responsible for providing technical consulting, custom development, and support to our customers. In addition to researching and resolving problems and issues, in conjunction with Software environments, Application Support Engineers interface with other team members and customers. Often serving as escalation point for support, they may also travel to customer sites as needed.Responsibilities

  • Provide technical consulting services to customers based on our service delivery methodology and procedures; services engagements may include installation, upgrade consulting, training, custom development, testing, and/or infrastructure consulting.
  • Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
  • Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
  • Observe trends with technical issues and recommend improvements to design, documentation or implementation.
  • Work with Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
  • Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
  • Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
  • Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
  • Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand issue, its resolutions and means for prevention.
  • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.Skills & RequirementsRequired SkillsTypically requires a minimum of 2 years of related experience with a Bachelor's degree; or 1 year and a Master's degree; or a PhD without experience; or equivalent work experience. Typical range is 2-5 years.Qualifications
    • Strong understanding of relational database concepts and architecture, and interest in learning and developing new technical skills.
    • SQL - intermediate querying ability, ability to analyze stored procedures, how to use joins, temporary tables, CTEs
    • General knowledge of PLC/OPC systems - no need for PLC programming skills, but will routinely need to speak with control engineers to obtain control systems data, and integrate into Factory MES
    • General technical troubleshooting skills - experience with java web-based applications and Tomcat are a strong plus
    • Excellent time management and organizational skills, requiring minimal supervision.
    • Excellent verbal and written communication skills.
    • Strong analytical problem solving and decision making skills.
    • Ability to work efficiently and independently and do whatever it takes to get the job done.
    • Ability to handle difficult or sensitive situations with diplomacy and tact.
    • Track record in providing outstanding customer service.
    • Ability to travel to customer sites as required.

Keywords: AMS Staffing Inc., Alpharetta , Software Support Engineer, IT / Software / Systems , Alpharetta, Georgia

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