Support Engineer

Triodor Software R&D

Triodor Software R&D provides software outsourcing solutions for companies mainly from Europe with headquarters in Amsterdam and Development Center in Istanbul. The two offices in both sides of Europe and customers from several European countries enable us to offer an international working environment for our employees. We also offer the chance to be innovative and challenged professionally while using the latest technologies. We are looking for a Software Support Engineer who can adapt to our young, energetic team & dynamic working atmosphere and will have inhouse training.

Responsibilities

Respond to partner and customer enquiries through email, ticket system and calls.

•             Oversee and follow-up on open customer issues.

•             Develop customer relationships through professional, dependable and accurate interactions. Record and manage best practice resolutions for company’s self-service knowledge base.

•             Extend technical support on software for internal and external clients.

•             Inform client functionality requests or software change requests to development team.

•             Assist software developers to resolve technical issues during the software development process. • Manage resolution paths’ knowledge base and known issues.

•             Offer proactive communication to clients, account managers and project managers.

•             Supervise Technical Support forum and website.

•             Work with rest of the team and the project manager to ensure support calls are closed in a timely fashion.

•             Replying to customer mission critical issues outside business hours is a great plus. Knowledge

•          Debugging and diagnostic skills

•          Mid-High level Windows Operating System knowledge (Linux is a plus)

•          Database querying skills (MS SQL Server)

•          Common understanding a software application architecture

•          Good technical writing skills

•          Use of support reporting tools

•          Advanced English, speech and writing

•          Problem-solving skills

•          Team player

•          Responsibility

•          Environment awareness

•          Customer oriented

•          Technical understanding

Experience

Experience with technical supporting of software; Excellent technical understanding (SQL and RDBMS) as well as analytical thinking skills; Minimum 2 years of experience working in a software support environment involving handling tickets, working with software developers, creating documentation and managing client’s expectation with a great communication skill.