The Technical Support Engineer will play a critical role in providing technical assistance for SumTotal’s Premier Support customer base. As a member of SumTotal Customer Support, Technical Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal's internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products. The job involves handling and resolving technical queries and issues in the areas of product functionality or architecture and defect correction. The position is responsible for maintaining a high and personalized quality of customer support with our strategic customer base, being aware of the breadth of SumTotal’s service and solution offerings and identifying opportunities that bring the customer’s objectives and SumTotal’s solutions together for mutual benefit.
Develop a deep knowledge of SumTotal’s range of enterprise products
Develop a deep knowledge of assigned customer’s products and business objectives
Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s software products, and maintaining effective customer relations
Solve user problems, ranging in complexity from basic to technically complex, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
Partner with cross-functional teams as needed on complex customer issues and ensure root cause of issue is resolved.
Escalate & facilitate top priority, production-critical issues to the appropriate teams for resolution.
Maintain ownership of issues until resolution, drive internal teams in support of solution needs and customer timelines around cases.
Resolve incidents and provide ongoing communication to customers during the issue resolution process as per SLA’s.
Create and Publish internal and customer-facing knowledge base documentation to enhance customer engagement with SumTotal’s self-service options.
Serve as a customer advocate within the SumTotal organization.
Ensure customers are able to execute their business objectives through use of our application.
Assist Account team with case prioritization to ensure a successful go-live of new premiere customers
Provide customer reporting on case trends and contract compliance. (Both internally and externally as needed)
Identify, document and maintain required technical customer specific documentation to effectively support customer solution
Develop and maintain detailed meeting notes and action plans for supported customers, including internal and external executive level summary reports.
Participates in quarterly customer reviews
Post-secondary education in the Engineering / Sciences or a Post graduate degree in Computer Sciences; or an equivalent combination of training and experience
Technical and practical expertise in Windows 2000 Server, IIS, ASP, .Net, SQL Server or Oracle is preferred
Demonstrated experience with Enterprise-level package solutions or the use of technology in a business context
Ability to communicate effectively to varying levels within an organization
Strong customer service focus
Good problem-solving skills
Excellent communication skills
Excellent organizational skills
Ability to grow and work in a team
Must be adaptable and have a strong disposition to learn in a fast-paced environment
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law