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      Technical Support Representative 1

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      Job Description

      This position involves the management and troubleshooting of customer issues, effectively communicating with customers and teammates as well as assisting with other support-related duties.

      Essential Duties and Responsibilities

      The primary function of this position is to provide technical expertise through written communication in our ticket system as well as on phone calls with customers.

      • Communicating with customers on configuring KnowledgeLake Software through the support portal.
      • Writing up defects for engineering if you discover unexpected behavior from a customer or training use.
      • Management of tickets in our ticket system, involving properly tagging, updating, closing, and assignment of open issues.
      • Provide needed content to the Knowledge Base for customer consumption as information is discovered and needs to be distributed.
      •  Testing KnowledgeLake software to confirm defects and find valid solutions and workarounds for customer issues.
      Qualifications

      To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

      Required Skills

      • Experience or interest in Azure, SharePoint, SQL, or PowerShell with Windows Server and Desktop Configuration are appreciated but not required.
      • Ability and motivation to learn new technologies, software, and jump into things you don’t know.
      • Critical thinking, problem solving and research skills to assist in resolving customer issues.
      • Motivated to move into other roles in the organization is always a plus. These include things like Services, Engineering, and Training.
      • Customer Service experience is recommended.
      • Professionalism in the office, on the phone and in written word.

      Education Requirements

      • High School degree recommended
      • College experience in related field preferred
      • Qualifications will be reviewed on a case-by-case basis

      Location

      KnowledgeLake headquarters in St. Louis, Missouri

      Remote (Work from Anywhere)

      Travel

      Travel is not anticipated for this position

      Why join the Technical Support team?

      If you want to be challenged on day one and put your technical skills to work this is the job for you. If you have a strong desire to help others and like to engage with people, then this job will satisfy those desires. Starting from the ground up you will not only learn and support our history of on-premise products, you will also learn about the detailed inner workings of our cloud product and its Azure-based infrastructure. This is a ground floor position that will open doors for becoming a services consultant, developer, QA analyst or product manager.

      What will you do?

      The Technical Support Representative is typically responsible for handling incoming tickets from customers that are experiencing issues with one of our products. These could be issues with any one of our on-premise or our new, world-class cloud scan, capture, or document processing solutions. You will have the opportunity to work with some of the smartest people in our company to help resolve customer issues. These folks are a great source of learning and will team with you daily to help resolve issues. The bottom line is that you will be responsible for maintaining a good customer relationship and solving real world content management problems.

      Technical Position Definition

      • Ability to provide general post-sales product information.
      • hardware and software configuration.
      • questions on upgrade Support.
      • collect relevant technical problem identification information.
      • perform base problem determination.
      • provide basic Support on the standard protocols and features.

      Day to Day Job Description

       40 hours a week with schedules including the following depending on need.

        • 7am – 4pm
        • 8am-5pm
        • 10am-7pm
      •   Monitor the ticket system for new customer entered requests
      • Account Maintenance.
      • Licensing.
      • Configuration and Technical Questions about our products.
      • Assistance in troubleshooting our products.
      • Walkthroughs of how to do things within the software.
      • Tickets are worked in two manners.
        • Working through text ticket system / email.
        • Scheduling calls with customers.

      Typical Day in the Life (Varies on the day)

      • 20% - Testing
      • 30% - Research on Issues / Questions
      • 30% - Phone Calls with Customers
      • 20% - Collaboration with Teammates on Issues.