Sr. Technical Consultant - Support
Phocas Software, United States
Job Description
Phocas isn’t just loved by our customers. We also have some of the happiest employees around! In fact, Phocas ranks #1 in G2 Crowd, has a 4.9/5 rating on Glassdoor, and in 2019 Phocas won the Culture Transformation Award from Human Synergistics in recognition of our constructive and positive culture.
As you can imagine, we are growing fast, but not at the expense of our culture. Our customers love us because we’re open, transparent and pragmatic - and we’re looking for the same and far more to add to our Customer Support team. With a current team of 6, and growing, our customers continue to provide us with incredible reviews of the experience and support we provide them with each and every day. Will you help us continue this repertoire and aide in taking our Support team to the next level?
As a Sr. Technical Support Consultant, your primary purpose is to ensure sound and effective delivery of technical consultancy services to support the deployment and use of the Phocas suite of products.
You will provide technical support, perform trouble-shooting functions, and resolve complex customer issues. In addition, you will maintain a high knowledge about the company's products or applications so you can assist users, employees, and clients with any issues they may have.
Key Responsibilities
- Deliver technical support and resolve request issues from Phocas’ end users.
- Perform detailed troubleshooting to identify the cause of a problem, provide workaround resolutions, root cause analysis and major incident management.
- Quickly diagnose system and application issues and help guide and/or implement corrective actions.
- Conduct end user training to ensure customer optimization of the solution/s.
- Solve complex and escalated cases from Support Analysts, then train them on how you resolved the problem.
- Take ownership of support cases ensuring we are providing our customer with the highest level of support.
- Documenting, tracking, monitoring, and reporting on support cases.
- Document service standards, develop knowledge and processes based on industry best practice.
- Stay current with Phocas software, system information, new features /enhancements, and product offerings.
Requirements
- Minimum 5 years’ experience in technical support role or relevant position.
- A history of supporting software products with an array of higher technical knowledge and skills.
- An eagerness and desire to learn, teach, and grow with a desire to work in a fun and exciting environment across all teams.
- Fast learner with great attention to detail.
- Good verbal, written and interpersonal communication skills.
- Demonstrated experience designing, developing, and implementing solutions.
- Knowledge of Contact Management systems, database software, internet software and word processing software.
- Previous experience supporting simple through to complex hardware and software issues.
- Proficient in Microsoft applications.
- Sound analytical skills with ability understand the end users’ views.
- Able to effectively present information and respond to questions from managers, customers, and the general public.
- Ability to adapt to changing and ambiguous circumstances and work within a dynamic environment.
Looking for experience with:
API, SQL, TSQL, DNS, FTP, IIS, VPN, Web.config files, Installation of remote systems, Server Migrations
Benefits
Fun / Fulfilling: Awesome culture and meaningful work!
- Autonomy: Trusted to follow your passion and make it your own
- Growth: Opportunity to be more for you and the business
- Wellness: We believe in a real work life balance and have a strong family orientated culture
In addition to a fun and fulfilling team and environment, other benefits provided include:
- 401(k) match
- Company paid medical, vision and dental with buy-up options
- Generous time off - 20-vacation days and 10-sick days plus generous company holiday schedule
- Remote work available
These 3 words are what Phocas endeavors to provide to our employees and underpins everything we do.
Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.