Technical Support Engineer Job in Waltham 02453, Massachusetts Us
Brainshark Technical Support Engineer
Join a successful team of Brainshark Technical Support Engineers who assist Customers in their use of Brainshark Enterprise Solutions to meet business communication objectives.
A successful candidate will have at least a 4 year college degree (B.S. preferred) and a minimum of 5 years work experience in a Technical Support or similar role at a high tech company. A successful candidate will have experience using Microsoft Powerpoint and supporting web based applications using Internet Explorer, FireFox, Chrome and Safari running on Windows, Mac and mobile devices. A successful candidate will be able to perform the following job duties:
· Attend all internal training and obtain all available learning and development certifications.
· Become proficient in the Brainshark application including configuration, usage, workflow and the knowledge of how to implement and use Brainshark technology to accomplish specific business tasks.
· Develop expertise of Brainshark feature(s) then create and deliver internal training for coworkers.
· Provide technical support for Brainshark application issues via email, phone, chat and online meetings.
· Be exceptionally professional, responsive and proactive on every request for support.
· Triage and identify each support request as one of the following: how to question, enhancement request, product defect report or professional services request.
· Provide support directly to the Customer or facilitate that Customer’s access to more suitable Brainshark staff when necessary (ie product manager, engineer, professional services consultant).
· Clearly document the issue and how it was solved in great detail in the support tracking system for future reference by the Customer and coworkers.
· Keep open issues updated with current status, next steps and clear ownership of each next step.
· If a product defect is found, then develop workarounds to provide the Customer with immediate relief. Pursue the root cause and facilitate the development of a permanent solution with engineering.
· Author knowledgebase articles to document technical lessons learned and to document advanced or obscure application features and behaviors.
If you would like to pursue this job opportunity, send your cover letter and resume to jobs@brainshark.com using a subject line of “Technical Support Engineer Candidate”.
Brainshark provides the leading cloud-based software for creating, sharing and tracking online and mobile video presentations. With Brainshark, business people can easily transform static content such as PowerPoint® documents into voice-enriched video presentations that can be accessed anytime, on-demand. Customers can also obtain extensive viewing details, enabling them to measure the effectiveness of their content and follow up accordingly. Thousands of companies “including a third of the Fortune 100“ rely on Brainshark to increase the impact and reduce the cost of their sales, marketing, training and HR communications. For more information visit www.brainshark.com.