Software Support Specialist

Job Description

Aegis is actively seeking an experienced, talented and self-motivated support technician to support our award-winning line of Manufacturing Execution Software (MES). Our Software Support Specialist is a courteous business professional who is interested in maintaining a high standard of service to our customers worldwide.

The software support specialist will receive extensive training in all Aegis applications supported. The position performs duties that require discretion and the ability to exercise sound judgement in their daily role.

Responsibilities

• The candidate will be required to develop a working knowledge of the Aegis products and apply this skill-set while supporting Aegis customers
• The candidate will serve as the first point of contact for customers, handling support requests and system related questions over the phone and by email. In addition the candidate will be required to maintain ongoing relationships and proactively resolve reported issues
• The candidate will create and manage tickets in our customer relationship management (CRM) system and reply within the guidelines of the Aegis service level agreement (SLA)
• The candidate must be able to troubleshoot complex issues within Microsoft Operating Systems and the Aegis products while maintaining detailed documentation of the progress through completion
• While demonstrating strong customer relationship skills, the candidate must have the ability to work with all levels of technical expertise
• The candidate will have the skills to keep all team members informed, detect issues, report upon them, and have the skills to know how to keep the appropriate parties informed so that corrective action can be achieved
• The candidate will work closely and collaborate with the quality team and the engineering team during software release cycles

Requirements

• Bachelor’s Degree in related field is preferred
• Experience in Electronic Manufacturing
• Microsoft OS knowledge
• Basic Network and IT understanding
• Excellent problem solving/troubleshooting skills
• Basic SQL database and SQL querying experience
• 2+ years in previous customer service/support (Desktop Support, Help Desk Support, Customer support)
• Ability to quickly learn and comprehend ever-changing technology
• Ability to occasionally work extended hours to meet project deadlines
• Excellent verbal and written communication skills
• Flexibility with scheduling to cover support for all North American regions

Other Skills

• C# development/debug skills