Client Support Engineer I in the Tier 1 Team

As a full-time Client Support Engineer I in the Tier 1 team, you would be responsible for troubleshooting basic technical issues for Blackboard Transact’s customer base. In doing this, you will be interfacing with our customers via phone or online. Candidates should possess strong customer services skills, troubleshooting skills and be able to communicate well with customers and co-workers.

Responsibilities:
Receives and records incident related information using a variety of tools, techniques and procedures.
Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. Uses judgment within defined practices and procedures. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality / hardware configuration, and general technical issues as pertaining to Blackboard Transact.
Uses knowledge and skills to address customers needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer.
May work directly with other support teams, as needed to resolve customer issues and request enhancements for our products.
Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers.
Establishes priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines.
Actively contributes to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
Provides exceptional client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments.
Manages customer expectations through to successful completion and user satisfaction.

Technical and Functional Skills Required:
2 years experience in a technical support role.
Excellent skills in troubleshooting software product configuration, installation, deployment and usage issues.
Excellent customer facing, verbal and written communication skills.
Analytical, methodical, detailed individual.
Strong desire and passion for learning new technologies, investigating technical problems and helping customers.
Behavioral Skills and Competencies:
General office environment. Some stress may occur at times.
Comfortable troubleshooting technical issues via phone/email/chat.
Strong organizational and multi-tasking skills are essential.
Demonstrated ability to accept feedback, engage in self-reflection and transform that process into performance improvement.
Regular and predictable attendance is an essential function of the job.

Location : Phoenix, AZ, US