Job Responsibilities:
Primary responsibilities are to provide technical support to users by researching and answering questions and troubleshooting problems. They need to be an ambassador of the company to our customers, as well as an advocate for our customers to other members of our company. They have to have the flexibility to apply applied knowledge and skills to assist with other tasks within Presagis.
Additionally, the primary responsibilities of the Technical Support Specialist include diagnosing software issues, providing solutions, researching and addressing questions the clients may have and troubleshooting problems. Providing technical support also includes having extensive knowledge of the Presagis software, as well as having the ability to apply a variety of practical skills in a timely and efficient manner in order to best assist and manage clients. Superior inter-personal and communication skills are required to effectively interact with a variety of individuals. The Technical Support Specialist must be able to multi-task and problem-solve under tight deadlines; able to remain calm and stay focused under high pressure.
Technical Support Representative Job Duties:
- Provide technical support for internal and external customers via e-mail, phone, and chat.
- Communicate and maintain good professional and team standing with Squad members, Managers, other support team members
- Author tutorials for most commonly asked difficult problems or tasks.
- Escalate customer issues to PM, Sales, Maintenance, Engineering teams when needed.
- Translate customer experience into requests for product enhancements.
- Participate in technical activities involving product development
- Teach training courses to a group of students
- Manage client accounts (organize and attend conference calls, manage and escalate issues)
Critical Knowledge and Skills Needed:
- Customer service focused
- Excellent listening, written and verbal communication skills
- Ability to work well in a team, and contribute your skills with a strong, team-focused mentality
- Strong analytical skills with the ability to describe a problem in concise and relevant detail
- High level of professionalism and diplomacy
- Multi-tasking and load management abilities
- Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
- Use initiative to contribute your skills and knowledge in a software development environment
- Ability to handle escalated / stressful client situations while maintaining a calm environment
Experience:
- Previous customer focused experience.
- CC++ programming in a Windows environment (UNIX/Linux considered a definite asset). (Vega Prime, Ondulus)
- Knowledge of military terms, general physics, simulation environments, aviation, and 3D graphics are a plus.
Education:
- Bachelor’s degree in Computer Science, engineering, or equivalent desired.
- DEC in Computer Science
Beneficial Skills:
- Programming skills in a work environment (Vega Prime, Ondulus)
- 3D modeling experience (Creator, Terra Vista)
- Simulation/gaming Software experience (Vega Prime, STAGE, HeliSim, FlightSim)
- 2nd Language a definitive plus (French, German, Italian, Spanish, Russian, Japanese, Chinese)
- Software Integration (STAGE, Craft Series, HeliSim, FlightSim)
- 3D Graphics experience (Creator, Terra Vista)
- Network configuration and measurement skills (Terra Vista)
- Knowledge of Cybersecurity (Terra Vista)