Help Desk/Frontline Support Engineer (Entry Level or Experienced)

 

Further Your Career & Work with People You Can Count On.
Softscape is on the cutting edge of advanced people management technology, and we continue to add leading global organizations to our success stories. We are always looking for smart, talented, high-energy individuals who share our vision, and there has never been a more exciting time to be a part of this industry with Softscape as the leading pioneer. Softscape is a global leader in web-based human capital management, and one of the highest rated vendors in the industry by analysts. Founded in 1995, Softscape is privately held and has been profitable since year one growing consistently year after year. Softscape continues to achieve industry recognition from leading analysts as one of the most comprehensive HCM solutions on the market. We have balanced consistent growth while maintaining ongoing profitability and a long-lasting world-wide workforce. Softscape has established worldwide operations with offices across the US, Europe, and Asia Pacific. Softscape offers a challenging opportunity for professional growth with competitive salaries and a full range of benefits.

 

The Help Desk/Frontline Support Engineer works directly with the with internal and external customers via phone, email and web ticketing system in order to triage, route, respond to, and resolve Application Support Issues. This role also includes various reporting responsibilities. The focus of this position is to provide excellent customer support to increase customer satisfaction.

 

Duties and Responsibilities

· Responsible for communication with customers in order to convey help ticket status and address any outstanding issues

· Triage, resolve and route issues in a timely manner in order to maintain a Customer's contractual response and resolution time.

· Train customer on how to use the tracking system correctly when necessary.

· Work with other global resources in order to facilitate issue resolution.

· Run and maintain Reports for Customers Monthly SLA requirements.

· Identify where there are groups of similar issues in areas, suggest and create reports to report on these issues.

· Internally support other business groups with questions and problems, resolving them or finding the correct resource to resolve them.

 

  Qualifications

· Excellent verbal and written communication skills.

· Able to read and understand SQL.

· Willingness to learn the Softscape suite of products.

·  Willingness to work 11 AM to 8 PM

· Knowledge and experience with HTML and server side scripting is a plus and Prior Level 1 Help Desk experience preferred!