Eng Premier Tech Support-4296
SumTotal Systems
Fredericton NB
4d ago

Technical Support Engineer Premier Support

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!

Overview :

We are currently recruiting ambitious and professional Technical Support Engineer who 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.

Highlights :

  • 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 can 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
  • Skills & Qualifications :

  • 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
  • Demonstrated experience with Enterprise-level package solutions or the use of technology in a business context
  • Ability to communicate information and ideas clearly and concisely, orally and in writing
  • Excellent time management and organizational skills; you must be results and deadline oriented.
  • The ability to function in a team-oriented environment
  • Understand and utilize new technologies / systems
  • Strong analytical and troubleshooting skills; proactive in short and long-term problem solving
  • Ability and willingness to learn and participate in ongoing education
  • The ability to capture and manage client requirements and expectations
  • Success Qualities :

    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!

    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

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