Position Description: Experienced RightFax Software Support Engineer
The Fax Guys (Dynamic Solutions Group, LLC) is looking to add an individual to our team in the role of Software Support Engineer (Help Desk). We are seeking an energetic, customer service-oriented self-starter who will work with our OpenText RightFax customers (many Fortune 1000) to resolve simple to complex software and hardware challenges. This position may also work with our technical team on in-house and customer projects, as needed.
Essential Responsibilities Include:
- Field incoming help requests that arrive via customer portal, email or telephone call. This includes receiving, prioritizing, documenting and actively resolving end-user help requests;
- Using ZenDesk to document all pertinent end-user identification information, including name, department, contact information, email and telephone contacts as well as a detailed description of the problem or issue;
- Build rapport and elicit problem details from customers seeking assistance;
- Prioritize and schedule problem resolution; actively work issues and escalate issues according to company’s internal escalation process;
- Keep detailed Time Logs to record, track and document the problem-solving process, including all successful and unsuccessful actions taken, from start to final resolution;
- Apply diagnostic utilities to aid in troubleshooting;
- Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution;
- Perform post-resolution follow-ups to all help requests to develop help sheets and update knowledge bases;
- Attend weekly HD/Project meetings;
- On-call (24×7) rotation every sixth week or as needed;
Required Skills & Experience:
- Knowledge of basic computer hardware, including Windows Server 2008 and Windows Server 2012 as well as knowledge of basic trouble-shooting utility software;
- Knowledge of SQL Server 2005/2008/2012;
- Knowledge of Windows 2008/2012 Active Directory/Domains;
- Application support and extensive knowledge of RightFax software solutions, preferably Business and Enterprise editions, versions 9.4 through RightFax 16.6;
- Exceptional verbal and written communication skills; excellent documentation skills;
- Exceptional interpersonal skills, with focus on listening and questioning skills;
Desired Specialty Knowledge & Experience:
- IT certification/degree in applicable area(s) of study;
- Prefer knowledge and application support for Brooktrout/Dialogic Fax over IP SR-140 (FoIP);
- Background in telephony systems, to include T1, FoIP using T.38, G.711, G.729 and SIP.
Personal Characteristics/Attributes Needed:
- Highly self-motivated and directed;
- Ability to absorb and retain information quickly;
- Ability to present ideas in end-user-friendly language;
- Ability to effectively prioritize and execute tasks in a fast-paced, multi-tasking environment;
- Ability to work independently, yet maintain connectedness in a team-oriented, collaborative environment;
- Proven analytical and problem-solving abilities – Creative problem solving;
- Keen attention to detail and highly organized;
- A ‘Sense of Urgency’ and Issue/Resolution ‘Ownership’ mentality;
Apply Now
or please submit your resume & cover letter to jobs@thefaxguysot.wpengine.com