Technical Support Engineer

AccessVia is seeking a Technical Support Engineer to join our Hosted Services and Support Team.

Key Responsibilities for this Position Are:

• Handle incoming Level 1 and some Level 2 support incidents for client application environments and internally hosted application environments for clients.
• Quickly respond to various customer inquiries received via telephone, email.
• Research and capture details needed to resolve technical support issues and concerns into incident tracking system.
• Route, assign, and escalate issues to other individuals as appropriate and follow-up to ensure issues are being addressed properly.
• Analyze customer data to suggest systems for improvement of support services and products.
• Update and maintain client environment information in CRM system.
• Assist in setup and testing applications prior to being implemented to insure quality.
• Work with the organization to establish and improve processes, methodology, and standards for providing excellent support to our clients.
• Assist on various other projects, as assigned.
• Maintain and expand knowledge and understanding of the company’s products, architecture, and industry.
• Update and publish knowledge base articles and technical reference documentation.

Send your resume and a cover letter to hireme@AccessVia.com