6.4.1 | Jobs
Technical Support Engineer
Clickability, the leader in on-demand Web Content Management, is a rapidly growing business founded 9 years ago in San Francisco. We are looking for a passionate Technical Support Engineer to join our growing team The Clickability Technical Support Organization handles incoming technical support requests from a customer base of over 6,000 licensed users. Support is provided during the hours of 7 a.m. PST to 6 p.m. PST with after hours on-call emergency support. We are a team of skilled troubleshooters with a collective knowledge of all website tools and services. A Technical Support Engineer is expected to be available to respond to technical customer issues and be prepared to act quickly in the event of a customer technical emergency.
Job Responsibilities
- Identify, diagnose and escalate highly technical web application platform-related support requests
- Manage customers' expectations and experience in a way that results in high customer satisfaction
- Ability to properly articulate support issues to both non-technical and highly technical individuals
- Act as a liaison between Engineering, Technical Operations and Customer Support for customer related escalations
- Develop high quality Solutions as assigned
- Actively participate in job related training
Required Skills
- Minimum 3 years experience providing technical support for a software application
- Excellent communication skills with the ability to teach others
- Extensive diagnostic/analytical skills required
- Outstanding account management and customer service skills
- Familiarity with programming languages
- Extensive knowledge of website architecture
- Understanding of XML, HTML, CSS, JavaScript
- Intimate knowledge of Web Services
- Ability to acquire and apply new technical knowledge quickly
Desired Skills
- Familiarity with development environments including Visual Studio, Jbuilder, and Eclipse
- Experience using network troubleshooting tools such as ping, tracert and nslookup
- Ability to read, troubleshoot and debug software in Java and/or .NET
- Experience managing accounts/support requests with Salesforce
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Whitepapers
- THINKstrategies White Paper - Maximizing the Business Benefits of On Demand Web Content Management Systems
- Buyer Beware: The Top Ten Things to Look for in A Web Content Management Platform
- Getting Started Right: The Clickability Implementation Process, by Julia Banks, Senior Director, Client Services
