Technical Support Engineer 1

Agiloft is a global leader in data-first contract lifecycle management software, providing organizations with solutions to manage contracts effectively. The Technical Support Engineer 1 will assist customers with technical support inquiries and ensure a seamless experience with the software by managing support tickets and performing administrative duties.

Responsibilities:

• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
• Follow all ticket SLA and notation departmental guidelines
• Become knowledgeable about Agiloft and products with which we integrate, such as Active Directory, Adobe Sign, Outlook, Word, Excel and Salesforce
• Take customer calls and manage the creation and submission of support tickets to track and resolve customer issues
• Assist in generating software licenses and overseeing the installation of licenses to ensure customers have the appropriate access to their software
• Perform routine server installations and refreshes following documentation to ensure maximum availability
• Accurately gather necessary diagnostic information for issues outside of Tier 1 scope including steps to reproduce, screenshots, logs, error messages, and browser/environment details
• Route unresolved cases to Tier 2 with clear and complete documentation
• Stay up to date on product features, platform updates, and documentation changes
• Other duties as assigned

Requirements:

• 1+ years of experience in customer support, technical support, helpdesk, or a similar role, or equivalent
• A customer-centric mentality; the ability to empathize, prioritize, and drive resolution for customer issues
• Excellent trouble-shooting and analytical skills; a desire to solve problems and make things work
• Strong verbal and written communication skills; comfortable with owning business communications via phone and email
• Ability to manage multiple tasks independently and as part of a team in a fast-paced environment
• High attention to detail and organizational skills
• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program
• Bachelor's degree in computer science, information technology, or a related field or equivalent work experience
• Experience with database concepts, web-based technologies, and operating systems
• Basic knowledge of relevant technologies including SQL, Java, APIs, and Linux