Technical Support - Contract Role
IT - Software / DB / QA / Web / Graphics / GIS
About the Employer
- PoliteMail Software
United States
Job Description
The support technician is responsible for assisting client with installing, configuring, and diagnosing issues with out software products, providing both pre-sale and post-sale technical advice and support to prospects and customers. Also responsible for securely accessing, managing, and updating cloud servers and services for use by our customers.
Responsibilities / Duties
- Collaborating with the Development team to support software release, cloud service deployment, and bug/fix software update processes.
- Assisting with the management of release pipelines, software execution, security, monitoring, and bug/fix delivery.
- Participating in the handoff process from the Development team to Customer Service.
- Addressing escalated issues, performing service delivery, and implementing remediation/resolutions as part of an engineering team.
- Contributing to other tasks as needed to support the overall DevOps process.
- Assist Fortune 500 level clients in the diagnosis and troubleshooting of our products
- Customer support including troubleshooting via phone, Microsoft Teams and screen share
- Manage support tickets in Microsoft Dynamics CRM
- Subject matter expert on PoliteMail products
- Additional duties as assigned.
Qualifications / Skills
- Windows Server Admin experience
- Microsoft Exchange Online experience is a plus
- Microsoft 365 experience is a plus.
- Problem-Solving and Multitasking
- Familiarity with Azure DevOps platform.
- Understanding of Agile methodology and experience with GIT, C#, React, and Microsoft technologies.
- Proven experience in SaaS services delivery on Microsoft Azure and Amazon EC2.
- Understanding of and experience with QA and Development processes.
- Ability to manage multiple tasks and processes with a detail-oriented approach.
- Effective communication skills, with an understanding of development engineering, QA, and customer service/support.
- Fluency in the English language
- Troubleshooting
- SQL experience
- Familiar with Microsoft platform technologies including:
o Windows IIS Server o SQL Server o Microsoft Office o Exchange o Azure AD
Additional Information
This role is contingent upon passing a background check and reference review.
