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Technical Support Engineer
2 weeks ago
eProductivity Software (ePS) is a leading global provider of industry-specific business and production software technology for the packaging and print industries. eProductivity's integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, including Sao Paolo, Brazil, and over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is our deeply held philosophy that eProductivity Software succeeds when our customers thrive.
Job Description
As a Technical Support Analyst your key responsibility is providing support to new and existing EPS customers; providing an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support Team and ePS's clients. Duties include software installation, support and technical training. Extensive use is made of the phone, email, and web meetings to communicate with customers. Resolving customer issues will often include extensive investigation and testing of potential solutions. Success will involve the ability to diagnose problems in customer environments, often handling the interaction of several systems. This position requires an ambitious self-starter who will provide technical support to customers using business management applications for the Packaging Industry.
Primary Responsibilities
- Diagnose and resolve customer technical issues related to computer hardware, software, networks, and applications.
- Deliver technical services which includes working with clients for installation of the ePS Suite software and support upgrades.
- Lead the migration of self-hosted and cloud hosted databases from Progress to MS SQL platform
- Troubleshooting and resolving technical issues related to hardware, software and networks to ensure customer systems operate efficiently
- Use Salesforce to manage and respond to client requests for support
- Adhere to SLA requirements
- Submit new solutions in ePS knowledge base with proper documentation of issues and solutions.
Required Skills
- Minimum of 3 years of in-house or customer facing technical support experience
- MS SQL Server knowledge is critical for this role
- Windows operating systems knowledge
- Linux operating system knowledge, preferred
- MS Remote Apps/Citrix knowledge
- Excellent verbal/written communication skills – ability to solve problems in a fast-paced environment
- College degree or equivalent experience required
- Hours may vary, and some out of hours work required
Languages
- Fluent in English
At ePS, we are a global team that solves unique business challenges for our customers worldwide. We believe in and are committed to fostering an inclusive workplace where our rich diversity fuels continuous innovation and success, valuing everyone's expertise and unique perspective. Our commitment to our customers and to an inclusive culture will be evidenced through our actions, outcomes, and the quality of our products and services.
ePS - Empowering Packaging and Print
