Software Support Engineer

The Software Technical Support Specialist is a customer-facing role, providing software technical support for multiple end-users and partners. The Software Technical Support Specialist is responsible for resolving customer's issues as they arise from phone calls and e-mails to ibml's 24-hour help desk. He/she is responsible for maintaining a thorough working knowledge of all ibml proprietary related software as well as certain aspects of the mechanical and electronic functionality of ibml products. He/she must have the ability to communicate effectively with non-technical users, highly-technical users, and engineers. The ability to prioritize and balance multiple tasks is required. He/she must be willing to take 'total ownership' of customer related issues, facilitate internal incident escalation as needed, and deliver and install critical software fixes via remote access., * Maintain technical skills in your field of expertise, keeping abreast of product developments in technology and solutions.

• Works in a team-based environment with the ability to function with independent discretion.

• Provide competent technical support for end-users and partners, including troubleshooting, diagnosing, resolving, and documenting.

• Ensures proper management and control of all company assets (tools, documentation, software, intellectual property, etc.)

• Strives to ensure the highest possible level of customer satisfaction is always maintained

• Assists in the development and maintenance of accurate product documentation

• Ensure proper documentation exist in the case tracking database of all involvement and interaction

• Properly tests all work performed to make sure it meets the quality expected of ibml

• Participates in any classes deemed necessary by ibml management

• Although infrequent, the ability to travel is required.

• Effectively communicates with management about the status of all open cases

• Facilitate internal incident escalation as needed

• Attend to technical issues outside of normal business hours while on rotating on-call schedule

• Other duties as required

• Bachelor's degree in Computer Science or other technical discipline or equivalent work experience.

• 3+ years in a technical information technology role, software support role, or other related experience is desired.

• A working knowledge of Microsoft Office Suite, PC operating systems, software applications and basic knowledge of computer networking

• Good problem solving and troubleshooting skills

• Strong attention-to-detail and follow-up

• Customer focused and result-oriented

• Strong oral and written communication

• Willing to work and coordinate with others while building and maintaining effective working relationships. Ability to maintain composure when handling unexpected challenges and competing demands

• Relationship building skills with ability to maintain composure when handling unexpected challenges and competing demands

• Work effectively in an environment where goals and specifications are constantly changing

• An understanding of document image capture environments as well as form recognition a plus