Technical Support Engineer II

Brainshark is a fast growing SaaS company whose software allows any business person to easily create rich business content (audio, video, etc.) that audiences can view on demand at their convenience, and quantitatively measure the impact and results of that communication.  More than 500 companies, including a third of the Fortune 100 use our solutions.  Last year we grew at over 40%; this year we expect another solid year of growth.

 

Objective:



Provide advanced customer support to Brainshark clients, prospects and internal employees via email and telephone inquiries.



Duties and Responsibilities:



Reports to Customer Support Manager;



Respond to customer and client emails, chat requests, phone calls, and internal staff requests in a professional and timely manner adhering to departmental and company guidelines;



Develop a proficiency in the Brainshark application including configuration, usage, workflow, connectivity, firewalls, infrastructure and related partner components;



Triage and resolve issues relating to system configuration, user training, errors, connectivity, and application defects;



Assume leadership role within the Services organization and represent department manager as requested;



Assist with the training of new staff;



Participate in after hours on-call and work rotation as required;



 Skill Set



REQUIRED: At least 3-5 years experience in a customer support or technical support role for a software company in a customer facing environment;



MUST have expertise in Windows NT, and Windows 95/98, as well as other computer applications, particularly in web related products such as Netscape, Internet Explorer, Real Audio, Windows Media Player, and PowerPoint, streaming media, connectivity, firewalls and hosted applications;



Ability to communicate effectively on technical issues and assume leadership role to TSE I staff.



Must be flexible and work well as part of a team.

Brainshark offers competitive compensation and benefits that include medical, dental, 401k, vacation time, Medical and Dependant Daycare spending accounts, life insurance, short & long term disability and more!

www.brainshark.com

To apply please send cover letter and resume to ServiceJobs@brainshark.com