Software Support Engineer - job 1 of 2

ob Description: • Responsible for assigning all Help Desk and customer inquiries, including technical assistance, best use of product, additional products and services. • Provides outstanding customer service to application users. • Provides second level technical solutions, according to established service levels. • Offers a single point of contact and ensures that all application support requests are recorded in a timely, courteous, and accurate manner. • Escalates issues within the IT department to ensure issues that cannot be addressed at first level are responded to timely, working to maximum uptime for customers. • Follow-up on tickets resolved by internal IT teams to ensure communication to the customer with high degree of satisfaction based on results and level of service. • Liaison for Level III Information Technology development support. • Resolve production issues by fixing defects in application source code wherever feasible. • Executes monitors and completes assigned tasks on multiple computer systems and platforms. • Documents and maintains shift documentation in ticket management system. • Work closely with the US/Offshore counterparts and Leads in ensuring timely resolution of issues.

Job Types: Full-time, Contract

Salary: $45.00 - $50.00 per hour

Experience level:

• 4 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Fremont, CA 94536: Reliably commute or planning to relocate before starting work (Required)

Experience:

• SQL: 2 years (Preferred)
• .NET: 2 years (Preferred)

Work Location: In person