Customer Service Software Support

* Monitor and support software support email portals.
* Triage and document software support requests from customers, partners, and internal engineers.
* Communicate with customers, partners, engineers, and developers, in a professional, clear, concise, and friendly manner, regarding software support issues.
* Troubleshoot software issues with customers and on-site representatives over the phone and/or remotely (webex/gotomeeting/etc.)
* Reply to customer mission critical issues outside of business hours as necessary.
* Log and track software issues in the ticketing system(s), from initial discovery, to closure, working with developers and testers to assess severity and impact.
* Track, escalate, and close software support tickets based on SLA (Service Level Agreement) - type, priority, etc.
* Offer proactive communication to customers.
* Develop an understanding of Client product requirements, including the different types of users, how users interact with our products, and how our products integrate.
* Manage knowledge base of resolution paths (FAQ, Help, etc.) and known issues.
* Help developers and testers troubleshoot (debug) software for issue and resolution confirmation.
* Become an expert in all of Client software solutions, including legacy products.
* Deliver company products and licenses to customers.
* Travel to customer sites for high profile issue resolution.
* Provide training to customers and internal team members when required.

Qualifications:

MUST HAVES:
- Associates or bachelor's degree in software engineering, computer science, computer engineering, management information systems, or similar, or 2+ years of experience with software support
- Prefer 1-2 years customer service experience
- Prefer 1-2 + years electric utility related experience
- Be able to develop and troubleshoot software
- CUSTOMER SERVICE! Must be comfortable speaking with and interacting with different people, teach them! Be patient and helpful.

NICE TO HAVES:
* Skilled in 2 or more of - C#, ASP, PHP, Java, Powerbuilder, Delphi, SQL, SQL Server, Oracle, web services, TFS, Visual Studio, Salesforce, Zendesk, network security, Windows services.
* Knowledge and experience with customer and/or software support.
* Outgoing personality.
* Familiarity with the following support tools: Zendesk, Salesforce, TFS

Work Environment:

Small office with a big reachback due to the global size of the company.

They are growing their software department nationally.

About Aerotek:

Our people are everything. Since 1983, Aerotek has become a leader in recruiting and staffing services by building quality relationships that allow us to place quality people in quality jobs. With over 230 non-franchised offices, Aerotek serves 17,000 clients and 300,000 contract employees every year. To learn more, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.