Software Support Engineer
Essential Functions:
Research, investigate, analyze and resolve problems regarding MPAY’s products.
Communicate with internal and external customers and government authorities.
Educate clients on MPAY’s products to ensure understanding of each product’s capabilities.
Follow-up with clients to ensure satisfaction of service received.
Provide excellent service to clients.
Monitor support queue to ensure timely resolution of tickets
Gather required information from clients and escalate issues to other internal resources according to pre-defined process as required.
Document all steps and procedures followed to troubleshoot and resolve issues within our tracking tool.
Author new knowledge base articles.
All other duties as assigned.
Qualifications:
2+ years client service experience with proven proficiency in problem resolution through effective troubleshooting and communication.
Proficient with PC applications/workstation, Windows, Microsoft Office required.
4-year college degree or equivalent experience.
Excellent oral and written communication skills.
Able to work autonomously with excellent time management skills.
Ability to troubleshoot and problem solve.
Ability to handle multiple tasks, projects and software systems at the same time.
Previous experience with databases, IT, payroll, and/or financial services is a plus.
Strong attention to detail.
Strong interpersonal skills.
Work well individually and as part of the team. Commitment to teamwork.
Superior organization and prioritization skills while working on a deadline
Desire to learn and share knowledge with others – including great documentation skills!
Troubleshooting/problem resolution skills
Ability to organize, prioritize and multitask
Ability to work under pressure while maintaining deadlines
Analytical ability
Ability to use prudent judgment and discretion in handling confidential client information
Ability and motivation to work independently
Technical abilities needed including Microsoft SQL Server, reviewing log files, debugging, etc
Payroll knowledge is encouraged
Skills and Abilities Required:
Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Communications and Media — Knowledge of communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Written Comprehension and expression — The ability to read and understand information and ideas presented in writing.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.