Technical Support / Application Support Engineer

Roles and Responsibilities: Diagnose, Research, troubleshoot and identify solutions to software issues  Ask customers targeted questions to quickly understand the root of the problem  Track computer system issues through to resolution, within agreed time limits Talk to clients through a series of actions, either via phone or email until they’ve solved a technical issue Properly escalate unresolved issues to software developers  Provide prompt and accurate feedback to clients  Refer to internal database or external resources to provide accurate tech solutions  Ensure all issues are properly logged  Prioritize and manage several open issues at one time  Follow up with clients to ensure their systems are fully functional after troubleshooting  Prepare accurate and timely reports  Document technical knowledge in the form of articles and manuals  Meeting with clients following the sale of software packages to collect data and other information required to customize software systems.  Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems.  Communicating with clients throughout the software customization process to obtain feedback and approval.  Customizing software systems based on clients’ individual needs and specifications.  Creating a specialized document for each client, detailing all customizations made.  Installing customized software systems and all necessary components.  Ensuring that the project team is aware of key deliverables and project milestones. Providing cost and time estimates to clients who require additional customizations to be done