Technical Support Engineer
Are you passionate about learning and intellectually curious? Do you thrive in a fast paced, innovative work environment where team members hold themselves and others accountable? Are you energized by trying new things, have an agile mindset and enjoy making an impact? Is working for a purpose driven organization important to you? If the answers to these questions are a resounding YES, then read on!
Skillsoft is the global leader in corporate learning. We help businesses solve their biggest challenge – attracting, motivating and retaining world class talent. Our team is recognized for cutting edge digital learning and human capital management solutions. Trusted by the world's leading organizations, including 65% of the Fortune 500, we train more professionals than any other company in the world. Our 100,000+ courses, videos and books are accessed over 130 million times every month, in 160 countries and 29 languages. At Skillsoft, we believe that knowledge is the fuel for innovation and innovation is the fuel for business growth.
We are all about “Making Work Matter.” With over 2000 employees around the world, we are always looking for amazing talent!
The Technical Support Engineer is responsible for handling customer and Skillsoft employee inquiries through live help, phone and email. Additionally, the Technical Support Engineer will support internal teams and clients in the scoping, design, and development of application integration solutions that facilitate the delivery of Skillsoft’s services to client audiences.
Routes or answers all incoming communication (email, phone, or other) from customers and clients.
Lead application integration solution design initiatives that facilitate the delivery of Skillsoft’s services to client audiences
Expert level call handing of both technical and non-technical inquiries
Ability to produce effective incident reports and documentation of procedures
Identifying opportunities to improve current work processes
Liaison with client and ensure that stakeholder needs are met
Ensure service level agreements are being met within the Technical Support center at all times
Skills & Qualifications:
Post-secondary education in a related field or an equivalent combination of training and experience
Previous experience (2+ years) working in a Technical Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor
Excellent time management, organizational skills
Strong analytical and troubleshooting skills; proactive in short and long-term problem solving
Ability and willingness to learn and participate in ongoing education
Skilled at capturing and managing client requirements and expectations
Committed to excelling in a team-oriented distributed environment
Ability to communicate information and ideas clearly and concisely, orally and in writing
In depth knowledge of all Windows Operating Systems, Windows Active Directory, Microsoft Office Suite applications and all common Internet browser applications
Experience in web based application development using common programming languages (Microsoft .NET/ASP, JSON, Java, PHP, etc…)
Demonstrated expertise in common Internet communication architectures, including SAML, SOAP and RESTful API’s
Experience in the administration of common web server applications such as MS IIS, Apache, Tomcat, etc…
Moderate level understanding of common network security and management devices/applications, including proxy servers and firewalls
Familiarity with AICC / SCORM standards is beneficial
Adaptable and Agile. Responds quickly to the changing needs of the business and is resilient in the face of setbacks or adversity.
Confident & Audacious Achiever. Champions breakthrough initiatives and holds him/herself and others accountable for delivering. Enjoys working hard; is action-oriented and full of energy for the things he/she sees as challenging; not fearful of acting without over-analysis.
Entrepreneurial Spirit with Learner’s Mindset. Is uncomfortable with simply maintaining "status quo" and is intellectually curious and demanding of excellence and continuous improvement.
Committed to our Collective Purpose. Leverages cross functional collaboration to solve complex business issues and drive greater results.
Authentic & Customer Centric. Never compromises integrity to achieve results while constantly being mindful of creating a positive customer experience both internally and externally. Adheres to an uncompromising set of core values and beliefs during both good and bad times; practices what he/she preaches. Acts with the highest standards of conduct and is seen as a direct, truthful individual.
Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we'd love for you to apply!