Key skills
Document management softwareAnalytical skillsProblem-solving skillsCloud troubleshootingCustomer service experienceTeaching skillsCommunication skillsthrive under pressureTechnical writingCollaboration skillsCommunication
About this role
Laserfiche is a global leader in intelligent document management and business process automation, dedicated to helping organizations drive digital transformation. The Support Engineer will serve as a trusted technical resource, providing support to resellers and customers while diagnosing issues and ensuring smooth software operation across various environments.
Responsibilities:
- Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers
- Maintain personal and departmental case load by responding to and working on cases within stated SLAs
- Coordinate with Laserfiche development when cases require additional assistance
- Report and file bug tickets that come up during troubleshooting
- Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases
- Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum
- Watch and review videos of internal software training sessions and development meetings
- Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices
- Enroll and complete relevant product and technical training courses in the company’s Learning Management System
- Participate in departmental training sessions in-person or remotely
Requirements:
- Strong technical understanding of document management and enterprise application software
- Excellent analytical and problem-solving skills
- Excellent communication, writing and teaching skills with the ability to speak to audiences of all technical levels while providing great customer service
- Familiarity with troubleshooting Cloud and self-hosted Microsoft platforms
- Ability to thrive in a fast-paced environment with competing priorities and deadlines
- Experience providing customer service or being in a customer-facing role
- Bachelor's or Master's degree in engineering, or related field, or equivalent industry experience