Technical Support Engineer

Company Name:
SDL International America Inc
The role as Technical Support Engineer is to provide product and application support to our customers and technology partners. The Technical Support Engineer will provide advice and guidance in the use of SDL applications across various platforms and solutions such as our Social Intelligence, Email, eCommerce, Content Management and Campaign Management and Analytics solutions.
The key responsibilities of the Technical Support Engineer include, but are not limited to:
Maintaining a strong emphasis and focus on customer service and customer satisfaction
Managing and prioritizing own workload and providing output within the deadlines
Providing 1st line diagnostic and trouble-shooting assistance and communicating resolutions and trouble-shooting with customers and partners
Receiving information from customers/partners on reported issues, analyzing the issues and providing resolution
Escalating issues to other members of the Support team when issues are above and beyond their capabilities
Replication and escalation of software defects and enhancement requests to Core Product Development - ensuring relevant and accurate information is provided
Preparing FAQs, 'how to' documents, knowledge articles and other support documents when requested
Identifying relevant new areas and technical information beneficial to customers and partners for continued additions and improvements for the support site
Technical skills
Excellent problem-solving skills
Knowledge of Windows Server Operating Systems
Knowledge of HTML and XML
Understanding of application support methods and processes
Strong interpersonal skills with the ability to communicate effectively (written and verbal) with both technical and non-technical users
Ability to deal with pressure and maintain a consistently positive and pleasant attitude
Ability to explain and walk customers through step-by-step instructions

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