Software Support Engineer
Priority Software (www.priority-software.com/us), a leading global ERP software vendor with sales in over 40 countries and a network of 60+ business partners around the world. Headquartered in Israel, Priority has subsidiaries in the UK, Belgium and the US, with offices in Reston, VA and in Rockaway, NJ.
We are currently looking for a Support Engineer who will join our US based Priority ERP Support Team. This position is a virtual / remote position working from your home.
Responsibilities:
· Respond to support cases and phone calls from Priority customers. Trouble shoot user reported issues to establish the root cause of the problem and form a resolution or work around.
· Gather detailed information while triaging issues, utilize problem solving skills, and reproduce customer issues.
· Escalate complex and / or high priority problems to the appropriate support groups for resolution. Manage customer expectations appropriately.
· Effectively prioritize and manage open issues / cases so they are resolved according to established KPI’s so that they are resolved in a timely manner.
· Accurately document all customer interactions in case management system.
· Using excellent communication and interpersonal skills, you are able to break down complicated topics and explain them in simple, easy to understand language so that non- technical customers understand and buy in to what you’re saying.
· Using empathy and compassion, you are able to deal with challenging situations and frustrated users over the phone.
· Create knowledge base articles, documentation and other content to assist customers.
Qualifications / Required Skills:
· Relevant degrees –the ideal candidate will have a combination of Industrial engineering, computer science and accounting / CPA knowledge / course study
· Excellent written and written communication skills
· Strong analytical and problem solving skills.
· Accounting or IT related skills or experience would be helpful.
· Ability to work collaboratively within a team environment.
· Ability to work under pressure and meet required deadlines.
· Ability to operate independently with minimal direction.
Job Type: Full-time, permanent position.
Annual salary starting at $50,000 depending on experience and skills. Benefits include
- Completely remote / work from home. Set schedules with no weekend hours.
- Completely remote / work from home. Set schedules with no weekend hours.
- Paid training
- Comprehensive benefits including medical, dental, disability, life, vision and 401K
- 3 weeks vacation, sick time and paid holidays, your birthday off.
- Casual work environment
·
COVID-19 considerations:
This position is a virtual / remote position working from your home.