Agiloft

Technical Support Engineer 1

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Job Description

Position Overview

The Technical Support Engineer 1 is on the front lines of delivering excellent experiences for Agiloft customers. You will be responsible for assisting customers with technical support inquiries, ensuring their experience with our software is seamless. The role includes handling customer calls, submitting and updating support tickets, and performing administrative duties such as license generation, product installation, and server refreshes. You will work closely with the other members of our technical support team to ensure customer issues are resolved efficiently and effectively.

The ideal candidate has a background in customer support and enterprise software, an ability to learn quickly, and a passion for helping others.



Job Responsibilities
  • Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
  • Follow all ticket SLA and notation departmental guidelines
  • Become knowledgeable about Agiloft and products with which we integrate, such as Active Directory, Adobe Sign, Outlook, Word, Excel and Salesforce
  • Take customer calls and manage the creation and submission of support tickets to track and resolve customer issues
  • Assist in generating software licenses and overseeing the installation of licenses to ensure customers have the appropriate access to their software
  • Perform routine server installations and refreshes following documentation to ensure maximum availability
  • Accurately gather necessary diagnostic information for issues outside of Tier 1 scope including steps to reproduce, screenshots, logs, error messages, and browser/environment details
  • Route unresolved cases to Tier 2 with clear and complete documentation.
  • Stay up to date on product features, platform updates, and documentation changes.
  • Other duties as assigned

    • Required Qualifications
  • 1+ years of experience in customer support, technical support, helpdesk, or a similar role, or equivalent.
  • A customer-centric mentality; the ability to empathize, prioritize, and drive resolution for customer issues
  • Excellent trouble-shooting and analytical skills; a desire to solve problems and make things work
  • Strong verbal and written communication skills; comfortable with owning business communications via phone and email
  • Ability to manage multiple tasks independently and as part of a team in a fast-paced environment
  • High attention to detail and organizational skills
  • Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program

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    Preferred Qualifications
  • Bachelor’s degree in computer science, information technology, or a related field or equivalent work experience
  • Experience with database concepts, web-based technologies, and operating systems
  • Basic knowledge of relevant technologies including SQL, Java, APIs, and Linux

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