The primary function of the Technical Support will be working with the Customer Support team on trouble shooting issues customers may be experiencing with the software and the workflow. The person will provide support for all products installed worldwide.

 

YOUR PROFILE:

 

Essential

• Experienced user of Microsoft package; especially Excel
• Must be proficient with Windows 2008, 2012 and 2016 Server, including Windows services, the event viewer, Internet Information Services, and the message queue
• Good grasp of NTFS and network share permissions
• Understand web service permissions
• Must be a Customer Service oriented and communicate well over the phone
• Experience/training in application programming using Java 
• Ideally implementation/support based, customer focused and project/account management experience
• Experience with SQL Server and Oracle database
• Ability to work with technical and non-technical business owners to get things done.
• Excellent troubleshooting skills
• Excellent written and oral communication.

 

QUALIFICATIONS:

• Bachelor's degree in Computer Science or related field, or equivalent work experience (relevant 
experience may be considered in lieu of above requirements)

 

MAIN RESPONSIBILITIES:

• Work with the Support Team lead in monitoring the customer support site and corresponding with the customer regarding issues they have logged;
• Work together with other members of the Support, Advanced Capture, and Professional Services Team to troubleshoot customer issues;
• Support all DocuSphere products; 
• Deliver service and support to customers using and operating the company's support site and web conferencing tools over the Internet;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues 
• Identify and escalate priority issues;
• Redirect problems to appropriate resource;
• Accurately process and record call transactions using a computer and designated tracking software;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates
• Workflow:
o Import and configure security for new users.
o Apply new licenses.
o Put Agents in debug, capture the log from the Windows server.
o Put Plugins in debug, capture the log from the UI.
o Diagnose database connection errors for the individual components.
o Launch the Process Modeler, be able to follow the logic statements to diagnose routing problems.
o Be able to understand and assess basic performance issues.
o Learn and know the individual pieces (agents and plugins) that make up a Workflow install so they can converse with the clients and quickly gather any information the second tier may require.
 
• Content Manager:
o Diagnose storage and permissions problems.
o Import and configure security for new users.
o Be able to use the Windows application log to diagnose connection problems between Content Manager and Workflow.
 
 
• TNAC:
o Be able to diagnose email import problems.
o Apply new licenses for TNAC.
o Evaluate errors then capture and export the appropriate logs and other relevant information from the UI.
o Understand the scan module of Kofax Express to diagnose release problems, image quality and batch class management.
 

THE COMPANY OFFERS:

• Opportunity to practice and further improve your technical skills as well as communication skills;
• Competitive salary and benefits;
• Real career opportunity;
• Professional trainings.

If you feel comfortable with the above mentioned requirements and want to become part of our team, we would really like to speak to you. So, in order to apply for the position of a Technical Support, please send us your CV in English.

All documents will be treated in strict confidentiality.

Only short-listed candidates will be contacted.

CXG HAS EVEN MORE TO OFFER!

If you feel the advertised position does not suit you, why not take a look at our other openings?

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